About the role
Pierian is seeking Level 1 support analysts to provide ticket-based, written first-line support for a client engagement delivered from India. This is a written-support role only; there is no inbound or outbound voice support. Strong written English and comfort using AI assistants to draft and resolve routine queries are essential.
Responsibilities:
- Ticket-based / written support only, no inbound or outbound voice support required.
- Clear, professional written communication; comfortable using AI assistants (e. g. ).
- ChatGPT / Microsoft Copilot to draft responses and resolve routine queries.
- Basic user maintenance account creation, deactivation, password resets and profile updates.
- Portal and training access provisioning and first-line support.
- Accurate ticket logging, triage and escalation using a knowledge base and defined SOPs.
Requirements:
- Strong written English and professional written communication.
- Familiarity with ticketing / service-desk workflows, triage and escalation.
- Exposure to Microsoft 365 end-user support.
- Experience in maintaining and following a knowledge base / SOPs.