2nd Tier Customer Support Analyst

Idox · India

2nd Tier Customer Support Analyst - Caspar (Pune Based)

About the role

We are actively seeking to recruit a candidate into our Portfolio Division to assist in the support of primarily our Caspar platform, with some cross-skilling on our wider offerings as we look to merge with a larger support team.

The ideal candidate should have experience in web application support, troubleshooting and experience working with Developers to ensure rounded experience for our customer base.

Joining Idox as a 2nd Tier Service Desk Analyst opens up a number of career paths including Web Development, Project Management and Professional Services, consulting and advisory work. As a member of the ServiceDesk team within the Public Sector Software Division, a 2nd Tier Service Desk Analyst also sets out a first-class Customer Service career path.

This particular role supports our Portfolio Division customers and software users. Delivered as software as a service (SaaS) solution, Caspar is used to manage financial and case management processes in situations where organisations are responsible for managing money on behalf of others.

To support these essential services, you’ll take full ownership of support incidents, fully investigating and effectively progressing each service ticket to the point of satisfactory resolution. You’ll be keeping all parties up to date on progress, ensuring that all incident records are accurately logged and fully completed, paying close attention to compliance, process and recording, as well as fully supporting our customer.

Knowledge and Experience required:

Desirable

• Experience supporting a SaaS product or working in a service desk environment
• Experience in case management, financial systems, or workflow-driven applications
• Experience creating reports or configuring system templates

Essential

• Experience supporting customers or users with a software application or significant hands-on use of a complex system in a professional setting
• Strong problem-solving ability with a structured approach to investigating issues
• Confident communicator, able to explain processes clearly to different audiences
• Comfortable working with systems, data, and structured workflows
• Able to manage multiple tasks and prioritise effectively
• Self-motivated and able to work independently in a remote environment

Key responsibilities:

Customer Support

• Act as the first point of contact for customer queries via the support desk (Hornbill)
• Handle a mix of “how-to” guidance and issue investigation
• Run Teams calls with customers to understand and resolve issues in real time
• Support users with:
• System usage and workflows
• Reporting and report builder configuration
• Template management (letters, visits, PDFs)
• Access issues (including 2FA and permissions)
• Browser or environment-related issues
• Performance or unexpected system behaviour

Issue Investigation & Resolution

• Triage and investigate issues in a structured way
• Identify root cause where possible rather than applying quick fixes
• Distinguish between user error, configuration issues, and product defects
• Escalate effectively to developers, product, or SMEs with clear evidence

Quality & Ownership

• Log and manage all support activity accurately in Hornbill
• Maintain clear, concise updates to customers
• Ensure issues are followed through to resolution
• Proactively identify recurring issues or patterns

Collaboration

• Work closely with Product and Development teams
• Document bugs clearly and support investigation
• Share knowledge with the wider team to improve consistency