Responsibilities
- Serve as the initial point of contact for clients seeking technical assistance, providing Level 1 support via phone, email, or Whatsapp.
- Answer and log incoming support tickets, documenting all relevant information accurately and completely.
- Assess and triage support requests to ensure timely and appropriate resolution.
- Diagnose and resolve basic technical issues related to our products and services, following established troubleshooting steps and procedures.
- Escalate complex or unresolved issues to Level 2 or 3 support teams, providing thorough and detailed troubleshooting steps and procedures.
- Communicate effectively with clients to gather necessary information and provide updates on the status of their support tickets.
- Provide exceptional customer service by maintaining a professional and friendly demeanour at all times.
- Guide clients through basic troubleshooting steps and known issues, to contribute to the knowledge base and improve efficiency.
- Collaborate with other support team members to share knowledge, discuss challenges, and improve overall support operations.
- Collaborate with development teams to test, validate, and deploy application updates, patches, and bug fixes in UAT environments.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent.
- Prior experience in customer service, or similar technical support role is preferred.
- Good knowledge of computer hardware, software and networking concepts.
- Good understanding of customer loyalty program, eCommerce, SQL scripts, and experience in writing queries for database queries and troubleshooting. Experience with Microsoft SQL Server platform, MySQL, Oracle is preferred.
- Familiarity with.NET framework and troubleshooting .NET applications.
- Knowledge of web technologies such as HTML, CSS, and JavaScript.
- Knowledge on software testing, automated tools for functional and regression tests is a plus.
- Strong analytical and problem-solving skills with the ability to analyse and resolve simple technical issues.
- Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely.
- Empathy and patience when interacting with clients, even in high-pressure situations.
- Strong organisational and time management skills, with the ability to prioritise and manage multiple support tickets simultaneously.
- Ability to work independently and collaboratively within a team environment.
- Proficiency in using support ticketing systems and remote support tools.
- Knowledge of ITIL or relevant certifications is a plus.
- Flexibility to work in shifts, including evenings, weekends, and holidays as per the company’s requirements.
*Interested candidates, kindly submit your updated CV to [email protected]
