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Job Description
- Act as the first point of contact for clients' technical support inquiries and issues.
- Deliver timely and accurate responses to clients' support tickets or queries.
- Remotely troubleshoot technical problems reported by clients, and provide solutions or workarounds.
- Collaborate with internal teams to resolve complex technical issues.
- Provide user training on new system functionalities.
- Document and maintain records of support activities, including solutions and resolutions.
- Continually update technical knowledge and skills to keep up with product updates and enhancements.
Job Requirements
- Must have a Bachelor's degree in Computer Science, Information Technology, or a related field.
- Have 0-2 years of experience in technical support roles, ideally in ITSM solutions or ITIL best practice implementation.
- Have knowledge of IT Service Management concepts, ITIL framework, and best practices.
- Have experience with ITSM tools and platforms, preferably with familiarity with ManageEngine ServiceDesk Plus or similar products (Ticketing system).
- Understand IT infrastructure components, such as Domain, servers, networks, databases, and applications.
- Be able to work collaboratively with team members and other departments to resolve customer issues.
- Excellent English proficiency.
- Have strong communication, problem-solving, and customer service skills.
