Key skills
Communication
About this role
Role Overview
- Diagnose and resolve technical issues reported by customers via email, phone calls, or support tickets
- Handle incoming customer inquiries and requests through email and phone calls in a professional manner
- Continuously monitor system performance and network conditions to proactively identify potential issues
- Prioritize, track, and manage support tickets in a timely and efficient manner
- Maintain detailed records of customer interactions, technical issues, and solutions provided
- Collaborate with cross-functional teams to escalate and resolve complex technical problems
- Participate in quality assurance activities to ensure the reliability and performance of products
- Adhere to company policies, procedures, and service-level agreements (SLAs) while delivering support services
- Learn new mobile device management and security tools and technologies
Requirements
- Bachelor's degree in a related field or equivalent work experience
- Previous experience in a technical support or customer service role is preferred
- Strong problem-solving skills with the ability to diagnose and resolve technical issues
- Excellent communication skills, both written and verbal
- Customer-centric mindset with a commitment to providing outstanding service
- Ability to work independently and as part of a team
- Knowledge of technical troubleshooting tools and methodologies
- Strong attention to detail and organizational skills
Benefits
- Market-competitive salary
- Career growth opportunities
- Learning & development programs
- On-the-job training
- Medical Coverage (IPD)
- Life Insurance
- Paid Leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
- Provident Fund
- Employee Old Age Benefits (EOBI)
- Employee engagement & wellness initiatives