Customer Support Analyst

About the Role – Customer Support Analyst

The Customer Support Analyst works as part of our Customer Support team and is the first point of contact for customer, questions, service requests or product incidents. They also ensure that customer concerns are managed and escalated as appropriate.  

This role requires strong troubleshooting skills, as well as the ability to effectively communicate and collaborate with customers and internal Litmus Engineers. Within this role, you will continue to develop your technical skills, not only with our Litmus Products, but also with the technologies that surround and support our products (i.e. PLCs, networks, communication protocols, cloud services, runtime environments etc.) 

At Litmus, we provide a 24/7 coverage to our customers hence this role needs individuals to work on rotational shifts and may also involve working over the weekends/holidays.

Location: This is a Remote job, work from anywhere in India. PLEASE APPLY ONLY IF YOU HAVE WORKED for SUPPORT in a manufacturing domain. 

Roles and Responsibilities

• Acts as the first point of contact / triages new incidents or requests received into the service desk system.
• Follows Litmus processes and standards for Incident, Problem and Service Management, Escalation, Closing Tickets, Communication, Ticket Management, Shift Handover.
• Responds to, solves/provides workarounds/closes/escalates tickets as per Litmus SLAs.
• Proficient using Customer Support Tools such as Email to Case, Chat, Phone, Tickets to maintain, update and report on ticket information.
• Follows Litmus standards for troubleshooting and performance analysis.
• Guides customer through Litmus Edge and Litmus Edge Manager configurations. Escalates to Level 2 support to resolve tickets if needed.
• Meets or exceeds KPIs for Incident Management.
• Uses available documentation and tools for troubleshooting and support.
• Creates and updates Frequently Asked Questions documentation.
• Is aware of known issues and work arounds with the current versions of Litmus products and communicates to customers to prevent known issues from occurring in the customer environment.
• Participates in recreating customer issues within the software to understand their exact experience and provide assistance for resolution.
• Documents bugs into Customer Support bug tracking system.
• Coordinates Litmus users being added to Customer Support center.
• Executes Customer Support audit process and reports findings.
• Communicate effectively with customers and internal teams, both verbally and in writing

• Provide excellent customer service and satisfaction, handling customer complaints and escalations professionally and respectfully.
• Contribute to the overall Litmus Automation knowledge base and create knowledge base content where applicable.

Required Qualifications:

• Must have 3+ years of experience in customer support, including directly supporting a manufacturing environment, specifically delivering solutions pertaining to the shop floor, automation, or industrial Internet of Things is preferable.
• 3+ years of experience working with information technology, such as operating systems, databases, cloud services, security, and networking.
• 3+ years of experience working with industrial equipment and systems, such as PLCs, SCADA, and sensors, Operational and Information Technology and networking concepts.
• 1+ years of experience with products and technologies used in the industry, such as MQTT, Docker, VMWare, OPC UA etc.
• Demonstrated experience of problem-solving and troubleshooting skills with the ability to analyze complex problems and find solutions using logical reasoning and creativity.
• Demonstrated experience of engaging with customers to explain technical concepts in a clear and concise manner, managing customer escalations and working under tight deadlines and SLAs.
• Ability to work independently and collaboratively and adapt to changing situations and requirements.
• Enjoys staying abreast of new technology and continually learning new things.