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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Responsibilities
- Serve as the primary point of contact for end-users seeking technical support via phone, chat, or web.
- Perform accurate and efficient remote troubleshooting using diagnostic tools and standard methodologies.
- Analyze customer-reported issues and determine appropriate solutions or escalation pathways.
- Guide users through step-by-step resolution processes with clarity and professionalism.
- Escalate complex or unresolved issues to relevant second-level support teams in a timely manner.
- Provide accurate and up-to-date information on IT products, services, and policies.
- Maintain detailed logs of all customer interactions, problems, and resolutions in the ticketing system.
- Conduct follow-ups to ensure incident resolution and maintain a high level of customer satisfaction.
- Collaborate with internal teams to relay customer feedback and identify opportunities for process improvem...