Job Description

As a valued member of our Customer Support team, your primary role will involve efficiently managing and resolving customer queries. This includes handling escalated issues and addressing complaints from unsatisfied customers, aiming to provide optimal solutions. Timely closure of faults and complaints within established Service Level Agreements (SLAs) will be part of your responsibility.

You’ll be an integral part of our IT Help Desk team, specializing in assisting with application-related technical problems. Your tasks will include responding to incidents and problems reported by customers, predominantly through voice interactions and also via email, web tickets, and remote support. Your role is aligned with our Service Desk team, which is dedicated to delivering exceptional first-level customer service support. This support extends to both users and clients, functioning as the Single Point of Contact (SPOC) to fulfill communication requirements and ensure customer and client satisfaction. Be prepared to adapt between support channels such as phone, chat, and email based on dynamic business needs.

Desired Qualities:

We’re seeking individuals who possess the following qualities:

• Ability to meet deadlines while maintaining quality output
• Excellent teamwork skills and the capacity to collaborate effectively
• Adaptable and flexible nature to thrive in a changing environment
• Quick learning agility to keep pace with evolving challenges
• Strong problem-solving acumen to tackle diverse issues

Roles and Duties:

In this position, you’ll be tasked with resolving routine challenges, often using established precedents and referring to general guidelines. Your interactions will predominantly occur within your team and with direct supervisors. Your daily work tasks will be clearly outlined, and comprehensive guidance will be provided for new assignments. The decisions you make will influence your own tasks, and your contributions will be as an individual team member. Your work scope will be well-defined and focused. It’s important to note that rotational shifts may be required for this role.

Qualifications:

We welcome applicants with a background in any graduation field.