L1 support specialist

Job description

**1.** **Role Overview** eClerx is looking for a proactive and technically grounded L1 Night Shift Support Specialist to provide on-floor technical application support for an address Solution at the Chandigarh operations centre. This is a hands-on, floor-presence role covering the night shift the period during which the most critical and intermittent application issues have been observed on this programme. The resource will be the first point of contact for all agent-reported technical issues during the shift, working directly alongside the operations team to ensure continuity of voice and case management operations. Issues that cannot be resolved at L1 are escalated to L2 on standby, with L3 available for complex technical escalations. The resource is expected to exhaust all L1 troubleshooting steps before escalating, and to document every incident no matter how minor — in the floor incident tracker. **2.** **Key Responsibilities** **A.** **On-Floor Incident Response** - Be physically present on the operations floor throughout the night shift, particularly during the 11:30 PM – 1:00 AM peak risk window. - Respond immediately to any agent-reported application issue — no ticket queue, no waiting. - Work through the standardized troubleshooting checklist for every incident before escalating. - Apply approved L1 fixes before escalating to L2. - Confirm resolution with the affected agent before moving on and log the outcome. **B.** **Shift Handover** - At the end of each shift, send a brief handover note to the day shift lead and L2 covering: incidents raised, incidents resolved, any open items, and watch points for the next shift. - Flag any pattern — if the same issue hits two or more agents within a shift, escalate it as a potential systemic issue rather than treating it as isolated. **C.** **Monitoring & Alerting** - Proactively monitor the floor during the shift — do not wait for agents to report issues. - If 3 or more agents hit issues simultaneously, immediately notify L2 — do not attempt to resolve individually first. **D.** **Coordination with IT & Tech Teams** - Coordinate with the IT team for and other support teams for respective team related issues during the shift. - Communicate clearly: what the issue is, which agent, what steps were already tried, and what is needed from IT.