Description

Job Title: Customer Support Specialist

Key Responsibilities:

• Respond to incoming support requests via email, or ticketing system, ensuring all incidents are logged and tracked appropriately.
• Follow the SLA Process and Diagnose and resolve basic issues, providing step-by-step assistance to users.
• Escalate unresolved issues to L2/L3 support teams with detailed documentation and troubleshooting steps already taken.

• Maintain a high level of customer satisfaction by providing clear communication, regular updates, and timely resolutions.
• Assist in the setup, configuration, and deployment of hardware and software for new and existing employees.
• Regularly monitor system performance and alerts, and take preventive measures to avoid potential issues.
• Ensure compliance with company policies, procedures, and security protocols at all times.

Requirements

• Previous experience in a customer service or technical support role is highly desirable.
• Basic understanding of computer hardware, software, Familiarity with common operating systems (Windows, Mac OS, Linux).
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills with a keen attention to detail.
• A strong commitment to providing exceptional customer service and a positive user experience.
• Ability to work effectively both independently and as part of a team.
• Willingness to work in shifts, including nights, weekends, and holidays, as required.
• Cloud knowledge is MUST – Any fundamental certification in any cloud (Azure/ AWS)​

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