Key Responsibilities

• Provide technical support to customers via voice, addressing their inquiries and resolving issues effectively
• Troubleshoot technical problems related to software, hardware, and network systems
• Document and track all customer interactions, issues, and resolutions accurately
• Analyze support desk data to identify trends, patterns, and areas for process improvement
• Generate reports and provide insights to management on key performance indicators (KPIs)
• Collaborate with cross-functional teams to escalate and resolve complex technical issues
• Contribute to the development and maintenance of knowledge base articles and FAQs

Core Skills and Qualifications:

• Excellent verbal and written communication skills
• Strong problem-solving and analytical abilities
• Solid understanding of computer hardware, software, and networking concepts
• Experience with Microsoft Advanced Excel

Soft Skills

• Ability to remain calm and professional under pressure
• Strong attention to detail and accuracy
• Excellent time management and organizational skills
• Good understanding & patient level