Apprentice - Customer Support

Introduction

About SymphonyAI

SymphonyAI is a leading enterprise AI solutions provider helping retailers and manufacturers optimize business operations through advanced analytics, planning, and automation solutions. Our products support global organizations in improving supply chain efficiency, inventory performance, forecasting accuracy, and customer satisfaction. We are committed to delivering measurable outcomes for our clients through innovative technology, deep domain expertise, and strong customer partnerships.

Job Description

Job Summary

• We are looking for a Customer Support Apprentice to join our Retail Customer Support Team. This role is ideal for candidates who want to build a career in enterprise software support, retail analytics platforms, and SaaS operations.
• The intern will work closely with the Customer Support, Product, and Engineering teams to assist in troubleshooting customer issues, analyzing system behavior, and ensuring timely resolution of support tickets for European clients.
• This position offers hands-on exposure to enterprise support tools, cloud platforms, SQL-based troubleshooting, and customer interaction in a global environment.
• Shift: EU Shift (12:30 PM - 9:30 PM IST)
  
  

About The Role

Customer Support & Ticket Management

• Monitor, acknowledge, and update customer support tickets using Microsoft Dynamics 365.
• Perform initial issue triage and categorization based on priority, severity, and impact.
• Ensure all tickets are properly documented, updated, and tracked until resolution.
• Maintain SLA compliance by ensuring timely responses and updates.
  
  

Technical Troubleshooting

• Perform basic to intermediate SQL queries using Microsoft SQL Server via SQL Server Management Studio to validate data and investigate issues.
• Analyze application logs and telemetry using Azure Application Insights.
• Identify potential root causes by reviewing system logs, configurations, and database records.
• Replicate reported issues in test environments to assist engineering teams.
  
  

AI-Enhanced Support & Productivity

• Familiarity with LLMs, machine learning concepts, SQL querying, and strong English communication skills.
• Utilize AI assistants to analyze logs, summarize tickets, generate documentation, and enhance communication.
• Apply AI for knowledge base development, troubleshooting guidance, and workflow optimization.
• Explore AI tools to improve monitoring accuracy, detect patterns, and boost support efficiency.
  
  

Collaboration with Internal Teams

• Log bugs, track issues, and monitor development progress in Azure DevOps.
• Submit product feedback and feature requests through Aha!.
• Work closely with Engineering, Product, and QA teams to support issue resolution and validation.
  
  

Documentation & Knowledge Sharing

• Create and update knowledge base articles, troubleshooting guides, and FAQs.
• Document recurring issues and solutions to improve support efficiency.
• Maintain internal documentation related to support processes and resolutions.
  
  

Customer Communication

• Communicate professionally with customers via email or support portals.
• Provide clear updates on issue progress, expected timelines, and resolutions.
• Escalate critical or unresolved issues to senior support engineers when required.
  
  

Monitoring & Support Operations

• Assist in basic system health monitoring and alert investigation.
• Support incident tracking and follow-up activities.
• Help identify patterns in recurring issues and report them to the support lead.
  
  

About You

• Basic to Intermediate SQL knowledge
• Basic understanding of databases and software troubleshooting
• Strong written and verbal communication skills in English
• Good computer and documentation skills
• Ability to analyze problems and follow structured troubleshooting processes.
• Attention to detail and willingness to learn.
• Bachelor's degree (or currently pursuing) in Computer Science, Information technology or any related field from 2025 or 2026 batch.
• Comfortable working in EU support shift (12:30 PM - 9:30 PM IST).
  
  

Preferred Skills (Good To Have)

• Exposure to SQL Server or database tools
• Familiarity with Microsoft Dynamics 365 tool
• Understanding of cloud platforms (Azure preferred)
• Knowledge of support ticketing systems or SaaS applications
• Interest in Retail technology or analytics platforms
  
  

Learning Opportunity

• Hands-on experience in enterprise customer support and enterprise applications
• Hands-on AI experience in the support tickets and technical frameworks
• Exposure to cloud monitoring and DevOps tools
• Practical experience in SQL-based troubleshooting
• Opportunity to work with international customers and cross-functional teams
  
  

About Us

WHY SYMPHONY AI

• Start-up spirit within a large international company
• Exciting technology including Artificial Intelligence
• Communication, Innovation and Collaboration are among our watchwords
• We will support and explore your ideas: if you can do it better, we want you to show us!
• Our teams comprise incredibly talented and passionate people who love what they do
• We will support your career growth and development