Support Associate

Position: Support Associate (L1 Support) Shift: (Night Shift only) Location: Mangaluru, Karnataka, India Who we are: Semnox builds holistic technology solutions for the entertainment and leisure industry. We help you automate key processes and manage them centrally. Our hardware and software solutions are designed to create delightful experiences for your customers, while also making your business more robust and your staff more productive. Active in 2800+ sites across 60+ countries, Semnox s solutions are second-to-none! Our product suitehas won 3 IAAPA Brass Ring Awards and 7 awards at various conference and events. Grow with us as we build new product strategies and win new markets. Website: https://www.semnox.com/ About the role: Support Associate serves as the first point of contact for customers seeking assistance with Semnox products and services. The primary responsibility of this role is to deliver high-quality Level 1 (L1) support by handling routine customer queries, performing standard operational requests, resolving issues using documented procedures, and ensuring timely ticket triaging and routing. The role focuses on providing excellent customer service while ensuring that customer incidents and service requests are accurately logged, categorized, prioritized, and resolved or escalated in accordance with established Service Level Agreements (SLAs). You will be responsible for: Customer Support Serve as the first point of contact for customer queries received through the ticketing system, email, phone, or other approved communication channels. Acknowledge customer incidents and service requests within defined SLA timelines. Accurately log, categorize, prioritize, and assign customer tickets. Resolve routine customer issues using approved Knowledge Base articles and Standard Operating Procedures (SOPs). Escalate unresolved or technically complex issues to the appropriate Technical Support Analyst. Ensure customers receive timely updates throughout the ticket lifecycle. Follow up with customers to confirm successful resolution before ticket closure. Planned Operations Execute documented operational requests Scheduled maintenance activities Standard health checks Routine system verification tasks Complete all operational requests in accordance with approved work instructions. Ticket Management Ensure every customer interaction is documented accurately. Capture complete information required for efficient issue resolution. Identify duplicate tickets and consolidate where appropriate. Monitor pending tickets and follow up with customers for required information. Ensure tickets are routed to the correct support group whenever escalation is required. Customer Experience Deliver professional, courteous, and empathetic customer service. Clearly communicate issue status and expected timelines. Build positive customer relationships through effective communication. Handle customer interactions in accordance with company service standards. Knowledge Management Use Knowledge Base articles while resolving customer issues. Identify outdated documentation and recommend improvements. Contribute suggestions for Frequently Asked Questions (FAQs). Participate in product and process training programs. Team Collaboration Work closely with Technical Support Analysts to ensure smooth ticket handover. Participate in daily team meetings. Share customer feedback and recurring issues with the team. Support continuous improvement initiatives within the Customer Support function. What we look for in a candidate: Experience & Education: Bachelor's degree or diploma in Computer Science, Information Technology, Engineering, BCA, B.Sc. (Computer Science), or a related discipline. 13 years of experience in Customer Support, Service Desk, Help Desk, Technical Support, or a customer-facing role. Technical Knowledge: Basic understanding: Windows Operating Systems Microsoft Office Internet and web browsers Basic SQL concepts (preferred) Client-server applications Basic networking concepts Ticketing systems (Freshdesk or similar is an advantage) Functional Competencies: Customer Service Ticket Management Process Compliance Documentation Time Management Basic Troubleshooting Attention to Detail Communication Skills Learning Agility Team Collaboration Behavioural Competencies: Customer-first mindset Positive attitude Willingness to learn Professionalism Accountability Reliability Patience Adaptability Willingness to work in shifts Integrity Teamwork Contact: Drop in your resume with a covering letter to careers@semnox.com .