L1 Support Analyst

Job ID: SRJ_7553Posted: 2025-09-10Location: Austin, TX; Raleigh, NCSalary: USD 68-70 / Yearly (Full Time)Employment Type: Full TimeIndustry: Computer SoftwareClient: WiproContact: Meghana GorusuCompany: SRI Tech SolutionsRole: L1 Support AnalystLocation: Primary : Austin, secondary : RaleighLocation Austin, tX or Raleigh , NC Day 1 onsiteL1 Support Analyst, focusing on app review processes with potential expansion to anomaly detectionThis person should have a background in B2B support and / or partner operations some keywords below that should be a fitL1 support

• Tier 1 support
• Incident management
• Ticket triage
• Case management
• Issue escalation
• Root cause analysis
• SLA adherence / SLA management
• Knowledge base / SOP documentation
• Service desk / Help deskL1 support
• Tier 1 support
• Incident management
• Ticket triage
• Case management
• Issue escalation
• Root cause analysis
• SLA adherence / SLA management
• Knowledge base / SOP documentation
• Service desk / Help deskWorkflow optimization
• Process documentation
• Queue management
• Escalation path design
• KPI tracking (e.g., FCR, AHT, CSAT, backlog)
• Reporting & dashboards
• Data-driven insights
• Operational excellenceWorkflow optimization
• Process documentation
• Queue management
• Escalation path design
• KPI tracking (e.g., FCR, AHT, CSAT, backlog)
• Reporting & dashboards
• Data-driven insights
• Operational excellence\Partner operations
• Vendor management support
• Partner onboarding
• Partner issue resolution
• Partner escalation handling
• Cross-functional coordination
• Account health monitoringPartner operations
• Vendor management support
• Partner onboarding
• Partner issue resolution
• Partner escalation handling
• Cross-functional coordination
• Account health monitoringSRI Tech Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national origin or citizenship status or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria.