Introduction




Job Title: Apprentice - Customer Support


Department: Retail Customer Support Team




Overview:

SymphonyAI is a leading provider of enterprise AI solutions dedicated to optimizing business operations for retailers and manufacturers through advanced analytics, planning, and automation. Our products enhance supply chain efficiency, inventory performance, forecasting accuracy, and customer satisfaction. We engage in delivering measurable outcomes for our clients by leveraging innovative technology, domain expertise, and strong customer partnerships.



We are seeking a Customer Support Apprentice to join our Retail Customer Support Team. This role is tailored for candidates aiming to build a career in enterprise software support, retail analytics platforms, and SaaS operations. Working in close collaboration with the Customer Support, Product, and Engineering teams, you will assist in troubleshooting customer issues, analyzing system behavior, and ensuring timely resolution of support tickets for European clients. This position provides hands-on exposure to enterprise support tools, cloud platforms, SQL-based troubleshooting, and global customer interaction.




Shift: EU Shift (12:30 PM - 9:30 PM IST)



Job Description




Key Responsibilities:



Customer Support & Ticket Management

• Monitor, acknowledge, and update customer support tickets using Microsoft Dynamics 365.


• Perform initial issue triage and categorize issues 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

• Execute 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

• 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!.


• Collaborate 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 a willingness to learn.


• Bachelor's degree (or currently pursuing) in Computer Science, Information Technology, or a related field, from the 2025 or 2026 batch.


• Comfortable working in the 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.


• Understanding of cloud platforms (Azure preferred).


• Knowledge of support ticketing systems or SaaS applications.


• Interest in retail technology or analytics platforms.

Learning Opportunity:

• Gain hands-on experience in enterprise customer support and enterprise applications.


• Acquire hands-on AI experience in 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.

Why SymphonyAI?

• Experience a startup spirit within a large international company.


• Engage with exciting technology, including Artificial Intelligence.


• Embrace our core values: Communication, Innovation, and Collaboration.


• We support and encourage innovation: if you have a better way, we want to see it!


• Work with incredibly talented and passionate teams who love what they do.

Diversity & Inclusion Statement:

We are committed to building a diverse and inclusive team and encourage candidates from all backgrounds to apply.



About Us



SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.