About this role

Serve as the first point of contact for customers seeking support assistance through our ticketing system
Perform remote troubleshooting through diagnostic techniques and pertinent questions (using our Solutions DB as a base)
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Escalate unresolved issues to the next level of support as required
Keep tickets up to date with the progress/analysis made (communication, escalations, proper status management, time tracking)
Follow-up (internally and externally to the customer and other parties) and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements in procedures
Participate in developing our Knowledge Base by documenting solutions or proposing improvements to the existing documentation.

IT background (Educational background in IT or engineering preferred)
Ability to diagnose and resolve basic technical issues
Advanced English (written and spoken)
Excellent communication skills
Customer-oriented and cool-tempered
Working experience on related activities in the IT sector (hands-on experience in software development and web technologies) (preferred)
Experience working with Ticketing tools (preferred)
Logistics business knowledge (preferred)

Support Agent – L1

Key skills