Customer Support L1
2 weeks ago
Should exhibit extensive experience in providing IT support to customers in a fast-paced setting. Outstanding support engineers combine their IT expertise with exceptionally high standards in customer support.
Responsibilities
- Troubleshooting IT issues by asking customers targeted questions.
- Providing customers with stepbystep guidance to resolve technical problems.
- Following up on technical queries and providing prompt feedback.
- Prioritising customer queries and escalating serious technical issues to IT developers.
- Documenting error reports and monitoring performance metrics.
- Compiling IT instruction manuals and useful IT support resources.
Requirements:
Must Have:
- Exceptional written and verbal communication skills
- Working experience in an L1 support role, Excellent communication (written as well as verbal on phone calls) skills, and Learning Skills.
- A bachelor's degree in computer science, information technology, or similar
- 13 years of experience as a support engineer
- Indepth knowledge of Web and related basic technologies, any ticketing system
- Strong learning skills, who can learn and provide support to our customers
- Extensive experience in resolving customer IT queries
Good to Have:
- Exceptional ability to prioritise and diagnose IT problems
- Proficiency in documenting processes and monitoring performance metrics
- Support provided on mobilebased software solutions
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