Level 1 Support Analyst

Alacriti typically conducts three rounds: a technical interview focusing on troubleshooting, SQL and incident‑management scenarios; a behavioral interview assessing communication, teamwork and customer‑service mindset; and an HR round to gauge cultural fit and career aspirations. The difficulty is moderate, and candidates should prepare with real‑world support case studies and clear articulation of past experiences.

Alacriti has a good work culture with a rating of 4.39/5. The company offers a dynamic environment, growth opportunities, and a collaborative team. Employees report a reasonable work‑life balance and clear career progression paths.

Any Graduate, 2+ years of IT/Process support experience

Round 1: Technical Interview → Round 2: Behavioral Interview → Round 3: HR Interview

Alacriti is a FinTech company that provides innovative solutions for payments and financial services. With a strong presence in the industry, Alacriti is known for its cutting‑edge technology and customer‑centric approach. The company has a team of professionals who work together to deliver exceptional results and drive business growth. As a Level 1 Support Analyst at Alacriti, you will be a critical member of the Production Support Team, responsible for supporting applications, monitoring, communicating with clients, and participating in in cident management activities. The ideal candidate will have a passion for customer service, a team‑first mentality, strong communication skills, and the ability to collaborate across all levels of the organization. With a good grasp of product functionalities, you will monitor application alerts, take preliminary actions to address application and customer issues, coordinate with the L2 team for technical analysis, and communicate with cross‑functional teams to resolve customer inquiries. Key Responsibilities: - Monitor and report application alerts promptly and follow established processes and procedures. - Diagnose and troubleshoot application issues. - Respond to customer queries via email or ticketing system in a timely and professional manner. - Escalate complex issues to Level II Technical Support and Development Team to resolve incidents. - Communicate with cross‑functional teams, including sales and product development, to provide the customer with a high level of support. - Document and track customer support inquiries and resolutions in the internal ticketing system. - Ensure the applications alert and incident management tools are up‑to‑date and meet business needs. - Participate in shift‑based rotational schedules, handling incidents round‑the‑clock. - Collaborate with L2 and development teams for root‑cause analysis and knowledge sharing. - Contribute to continuous improvement of support processes and knowledge base. The role involves rotational shifts, so only candidates comfortable with shift work may apply. The company seeks candidates with 2+ years of IT/Process support experience, excellent customer service skills, strong coordination, problem‑solving and analytical abilities, and proficiency in SQL. Alacriti offers a dynamic work environment, opportunities for growth and development, and a chance to work with a talented team of professionals. If you are passionate about customer service, have a solid technical foundation, and are looking for a challenging role, this opportunity is for you.