george-bernard-consulting~4mo ago

IT Support Representative

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OtherSupport Representative

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Quick Summary

Overview

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.

Requirements Summary

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).

Technical Tools

customer-support

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

~1 min read

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.