Location: Remote or Bangalore Office
Experience: 1-4 years
Salary: Competitive, based on experience
Education: Any graduate with excellent English fluency and strong communication skills
About the Role
We are seeking a proactive L1 Support Engineer to handle client-raised tickets from end-customers in our Quick Service Restaurant (QSR) commerce platform. You’ll be the first point of contact for storefront issues, ensuring quick resolutions or escalations while maintaining high service standards. Training will be provided to get you up to speed.
Key Responsibilities
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Manage all client tickets related to storefront issues, including:
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Product pricing errors or incorrect prices
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Broken product links
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Issues adding product options/customizations
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Login/registration failures
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Checkout process breakdowns
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Payment gateway malfunctions
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Discount application failures or improper configurations
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And similar customer-facing problems
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Resolve fixable issues at L1 level; escalate to L2/L3 with clear details when needed.
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Adhere strictly to ticket SLAs—respond within defined timelines, with violations impacting individual and team performance.
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Own tickets from initial response through follow-up, resolution, and closure.
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Perform Root Cause Analysis (RCA) for every closed ticket.
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Update knowledge base documents to minimise repeated issues and support team learning.
Requirements
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1-4 years in customer support, ideally in ecommerce or QSR platforms.
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Strong problem-solving skills with a customer-first mindset.
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Excellent verbal and written English communication for client interactions.
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Familiarity with ticketing systems and basic storefront troubleshooting.
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Ability to work remotely or from our Bangalore office.
Why Join Us?
Be part of a International QSR commerce team driving seamless customer experiences. We offer training, growth opportunities, and a collaborative environment.
Apply now with your resume