• Handle incoming customer queries via phone, email, chat, or ticketing systems.
• Provide first-level troubleshooting and resolution for basic technical or service-related issues.
• Log, track, and manage customer tickets in the system.
• Escalate complex or unresolved issues to L2/L3 support teams.
• Follow up with customers to ensure issue resolution and satisfaction.
• Maintain accurate documentation of issues, resolutions, and processes.
• Ensure adherence to SLAs (response time, resolution time).
• Provide clear and professional communication to customers at all times.
• Assist in identifying recurring issues and suggest improvements.

Requirements

• Bachelor's Degree in IT, Business, or a related field (or equivalent qualification).
• 1+ years of experience in customer support, helpdesk, or service desk roles.
• Basic technical knowledge (IT systems, applications, or relevant domain).
• Strong communication skills (verbal and written).
• Good problem-solving and troubleshooting ability.
• Familiarity with ticketing systems or CRM tools.
• Ability to multitask and work in a fast-paced environment.