Anchanto
eCommerce
L1ProductSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“L1 Product Support at Anchanto. Skills: Product support, Client-facing, Technical troubleshooting. Provide first-level technical support. Troubleshoot incidents reported by clients”
Industry & Context.
Root cause analysis; Troubleshooting; Problem-solving
Split week off, Rotational shifts, On-call rotation
What They're Looking For.
Must Have
2+ years client-facing technical support, 2+ years supply chain/logistics experience, Proficient in diagnosing technical issues, Analytical and problem-solving skills, Proactive mindset
Nice to Have
Familiarity with ticketing system, Relevant certifications (ITIL, ServiceNow), Bachelor's degree in computer science
What You'll Do.
Provide first-level technical support
Troubleshoot incidents reported by clients
Respond promptly to client inquiries
Ensure proper resolution of issues
Collaborate with L2 and L3 teams
Escalate complex issues
Document incident reports
Track incident reports
Manage incident reports
Monitor system alerts
Identify potential issues proactively
Provide product to customers
Prioritize multiple tasks
Manage multiple tasks
Collaborate with cross-functional teams
Improve customer experience
Conduct root cause analysis
Contribute to long-term solutions
Maintain documentation of procedures
Maintain documentation of troubleshooting
Maintain documentation of best practices
Assist in onboarding new team members
Assist in training new team members
Share insights and knowledge
Participate in on-call rotation
Provide after-hours support
How You'll Work.
Team & Collaboration
Cross functional team
Communication Scope
Written communication; Verbal communication; Convey technical concepts
Full Job Description
About Anchanto: At Anchanto, our mission is to revolutionize eCommerce operations for businesses of all sizes by providing innovative and intelligent SaaS platforms. We strive to simplify backend eCommerce processes, making them simpler, faster, and scalable. Our vision is to transform the eCommerce landscape in the region and become the most customer-centric company in our domain. We have a diverse and multicultural team that thrives on creativity and collaboration. At Anchanto, every team member enjoys the freedom and opportunities to realize and explore their full potential. We take great pride in crafting excellent and robust products that can reshape how businesses approach eCommerce management. Our focus is on delivering enchanting experiences to our customers as we work towards becoming the top customer-centric company in our industry. Join us as we drive positive change and shape the future of eCommerce. ***NOTE: This role may require you to work in split week off and rotational shifts*** Position Overview: We are seeking an experienced L1 Product Support Associate to join our team. The ideal candidate should have 2 to 3 years of experience in client-facing roles and a strong understanding of working with ticketing system. The L1 Production Support Team Member will play a crucial role in ensuring the stability and availability of our systems while providing exceptional customer service to our clients. Responsibilities: Provide first-level technical support and troubleshooting for incidents reported by clients or identified through monitoring tools. Respond promptly to client inquiries and ensure proper resolution of reported issues within defined SLAs. Collaborate closely with L2 and L3 support teams to escalate complex issues that require further investigation or expertise. Utilize the ticketing system to document, track, and manage incident reports, ensuring accurate and comprehensive information. Monitor system alerts and notifications to proactively iden
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