Role Overview

This role is responsible for providing first-line support to users across the Zoho ecosystem. The incumbent ensures the timely resolution of system issues, manages user queries, and acts as the primary liaison with Zoho support for escalated incidents.

Duties and Responsibilities

System & User Support

• Act as the first point of contact for all Zoho-related user queries and issues.
• Receive, log, and manage support tickets, ensuring timely resolution or escalation.
• Diagnose system issues, identify root causes, and resolve where possible.
• Provide regular reporting on support queries, trends, and response times.

User Enablement & Training Support

• Assist users with system navigation and basic functionality.
• Provide guidance and training support for new users.
• Develop and maintain user guides, FAQs, and knowledge base articles. ...