We are looking for a motivated, reliable, and customer-focused individual to join our team, provide excellent customer support, and ensure a positive customer experience across all support channels.
Responsibilities
- Provide first-level technical support to users via phone, email, chat, and ticketing systems.
- Understand customer issues, collect the required information, and provide first-level troubleshooting.
- Create, categorize, prioritize, assign, and follow up on support tickets.
- Monitor open tickets and ensure responses and updates are provided within agreed SLA timelines.
- Keep customers informed about the progress of their issues until resolution.
- Coordinate technical issues with the Technical Support Engineer and Development team.
- Maintain accurate records of incidents, resolutions, and user interactions.
- Escalate unresolved incidents to the appropriate support teams as required.
- Deliver excellent customer service while meeting defined service level agreements (SLAs).
- Maintain support documentation, FAQs, and troubleshooting guides.
- Prepare weekly and monthly support updates and reports.
- Support continuous improvement of customer-support processes and service quality.
Requirements
- Minimum 1 year of experience in customer service, call center, customer support, help desk or a similar role.
- Female candidates preferred.
- G.C.E. O/L or A/L or relevant qualification.
- Good verbal and written communication skills in English and Sinhala.
- Strong communication and interpersonal skills.
- Good computer literacy and IT knowledge with the ability to quickly learn new systems.
- Confident and professional in handling customer support calls.
- Good analytical and problem-solving abilities.
- Good organizational and time-management skills.
- Ability to manage multiple customer requests and priorities.
- Ability to work closely with technical and development teams.
- Strong attention to detail and documentation skills.