Grade 4 &5
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.