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Job Description
Litmus is seeking a Customer Support Analyst to join their Customer Support team. This role is the first point of contact for customer inquiries, service requests, and product incidents. The Customer Support Analyst will troubleshoot issues, communicate effectively with customers and internal Litmus Engineers, and escalate concerns as needed. This position requires working in rotational shifts, including weekends and holidays, to provide 24/7 coverage. This is a remote position based in India.
Role Involves:
- Triaging new incidents and requests.
- Following Litmus processes for incident, problem, and service management.
- Responding to, solving, and escalating tickets.
- Using customer support tools to maintain and update ticket information.
- Troubleshooting and performance analysis.
- Guiding customers through Litmus Edge and Litmus Edge Manager configurations.
- Creating and updating FAQs.
- Documenting bugs into the Customer Support bug tracking system.
Requirements:
- 3+ years of experience in customer support, specifically in a manufacturing environment.
- 3+ years of experience working with information technology (operating systems, databases, cloud services, security, and networking).
- 3+ years of experience working with industrial equipment and systems (PLCs, SCADA, and sensors).
- 1+ years of experience with products and technologies like MQTT, Docker, VMWare, OPC UA.
- Strong problem-solving and troubleshooting skills.
- Excellent communication skills.
Role Offers:
- Opportunity to work with cutting-edge technologies.
- A chance to develop technical skills.
- A collaborative and supportive work environment.
