Job Description

Key Responsibilities
•    Act as the first line of support for customer issues and service requests.
•    Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.
•    Accurately document all incidents and actions taken in the ticketing system.
•    Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi).
•    Follow scripted resolutions and standard operating procedures from the Knowledge Base.
•    Resolve customer issues within defined SLAs (Service Level Agreements).
•    Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
•    Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
•    Participate in regular training sessions to stay updated on processes, tools, and technologies.
•    Maintain confidentiality and comply with company data protection and security policies.
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Skills and Qualifications
Essential:
•    Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
•    0–2 years of experience in technical support or customer service (freshers with strong communication and technical aptitude are encouraged).
•    Basic understanding of hardware, software, and networking concepts.
•    Strong troubleshooting and problem-solving skills.
•    Excellent verbal and written communication skills.
•    Ability to multitask, prioritize, and manage time effectively.
•    Customer-oriented mindset with attention to detail.

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