Responsibilities

• Serve as the primary point of contact for customers and internal users through various communication channels, including phone, chat, email, and support portal.
• Diagnose and resolve common product-related issues utilizing knowledge base articles, runbooks, and established procedures.
• Gather and document essential information such as issue details, environment, impact, and reproduction steps to ensure accurate and effective case management.
• Log, categorize, prioritize, and manage support tickets within ITSM/CRM systems such as ServiceNow, Zendesk, or Jira Service Management.
• Adhere to established service level agreements (SLAs) for response and resolution times to ensure customer satisfaction.
• Collaborate with team members to share knowledge and contribute to the continuous improvement of support processes and product knowledge.
• Maintain a customer-focused approach, ensuring that all interactions are professional and solutions-oriented.
• Participate in training and development opportunities to enhance your technical skills and product knowledge.

Requirements

• High school diploma or equivalent; a degree in a relevant field is a plus.
• Experience in technical support or customer service is preferred.
• Strong problem-solving skills with the ability to think critically and troubleshoot effectively.
• Excellent verbal and written communication skills in English.
• Proficient in using ITSM/CRM systems and familiar with ticketing processes.
• Ability to work collaboratively in a team environment while also being self-motivated.
• Availability to work in a hybrid setting, adapting to business needs as required.

Benefits

• Competitive salary and performance-based incentives.
• Flexible work arrangements with a hybrid work model.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Opportunities for professional development and career advancement.
• Collaborative and inclusive work environment that values diversity.
• Access to resources and tools that support your success and growth.
• Company-sponsored events and team-building activities.