Job Details - First Level Support
Provide high-quality support for customers, resolving technical issues and addressing inquiries. Collaborate with cross-functional teams to escalate and solve complex problems, ensuring a seamless customer experience.
Your Responsibilities
- Respond to customer inquiries via phone, email, or live chat, providing timely and effective support.
- Diagnose and troubleshoot basic technical issues, offering clear solutions or workarounds.
- Escalate unresolved issues to higher-level support teams or relevant departments, ensuring follow-up and resolution.
- Document support cases in the ticketing system, ensuring accurate tracking of issues and resolutions.
- Collaborate with cross-functional teams to enhance the customer experience and suggest improvements to internal processes.
- Assist customers with product setup, configuration, and basic troubleshooting steps.
- Provide feedback on recurring issues and contribute to the improvement of support materials such as FAQs and guides.
Job Requirements
- Experience in customer service or technical support, preferably in a first-level support capacity.
- Basic understanding of IT systems, networking, and common software applications.
- Excellent communication skills, with the ability to convey technical information to non-technical customers clearly.
- Strong problem-solving skills, with the ability to manage multiple cases and prioritize effectively.
- Familiarity with ticketing systems like Zendesk, Freshdesk, or similar platforms is a plus.
Skills & Experience
- At least 2 years of experience in customer support, IT helpdesk, or related field.
- Familiarity with basic technical troubleshooting processes and knowledge of commonly used software.
- Experience using customer support tools and ticketing systems to manage inquiries efficiently.
- Strong organizational and multitasking skills, with attention to detail in documenting and following up on support tickets.
- A proactive approach to problem-solving and continuous improvement of the support process.