L1 Technical Support | Chakala | CMSS

Role Details

The L1 Technical Support Engineer is responsible for providing first-level support for Online Account Opening (OAO) and Retail Forex portals. This role focuses on initial incident handling, monitoring, basic troubleshooting, and timely escalation, ensuring smooth functioning of customer-facing digital platforms and adherence to service level agreements (SLAs).

Key Responsibilities

Application Monitoring & First-Level Support

•               Monitor Online Account Opening and Retail Forex applications, dashboards, and alerts to ensure system availability.
•               Perform initial triage of alerts, incidents, and service requests.
•               Identify issues in customer onboarding journeys and forex transactions and take corrective actions where applicable.

Incident & Problem Management

                • Log, categorize, and prioritize incidents and service requests using ITSM tools (Helix, CRMNext, etc.).

                • Provide quick initial resolution for known issues using SOPs and knowledge base articles.

                • Escalate unresolved or complex issues to L2/L3 teams with proper analysis and supporting details.

                • Ensure timely updates and communication to stakeholders during incidents.

Basic Troubleshooting

•               Perform first-level checks for issues related to:

o             User access and login failures

o             Account opening workflow issues (KYC, validation errors)

o             Retail Forex transactions and rate display issues

o             API/service availability (basic validation)

o             File processing and data flow issues

•               Conduct basic log verification and system checks before escalation.

Customer Journey Support

•               Monitor and validate end-to-end digital journeys, including:

o             Account onboarding processes

o             Forex transaction flows

•               Ensure issues impacting customer experience are quickly identified and escalated.

Coordination & Communication

•               Act as the first point of contact (SPOC) for application-related issues.
•               Coordinate with L2 support, application teams, and infrastructure teams for resolution.
•               Provide regular status updates and maintain communication logs.

Operational Tasks

•               Perform routine checks and health validations of applications.
•               Follow runbooks, SOPs, and escalation matrices.
•               Maintain incident records and basic documentation.

Education and Work Experience Requirements:

EDUCATION Minimum BE and above       

WORK EXPERIENCE

Min of 3 yrs of work experience in Managing Channels Platforms

Technical Skills (Mandatory)

Application & Support Basics

•               Understanding of web-based applications and digital banking portals
•               Exposure to customer onboarding and transaction-based systems

Operating Systems

•               Basic knowledge of Unix/Linux commands
•               Familiarity with Windows environments

Database

•               Basic understanding of databases (Oracle/SQL Server)
•               Ability to run simple queries (preferred)

Tools & Monitoring

•               Experience with ITSM tools (Helix, CRMNext, etc.)
•               Familiarity with monitoring dashboards and log viewing tools
•               Basic understanding of ITIL processes (Incident & Request Management)

Desired Behavioral / Functional Traits

• Good analytical and problem-solving skills
• Ability to work in a fast-paced, high-availability environment
• Strong communication and coordination skills
• Willingness to learn and grow into higher support levels
• Flexibility to work in shift-based and on-call support models

Technically strong with Functional knowledge.

• Exposure to Retail Forex or digital banking applications
• Basic understanding of APIs and web services
• Familiarity with SFTP/FTP and file-based processing