English Customer Support

Job Summary

The Customer Support Technician serves as the first point of contact for customers seeking technical assistance. The role involves receiving inbound calls, creating and managing service requests, providing troubleshooting guidance, and ensuring a positive customer experience while adhering to support processes and service level agreements (SLAs).

Key Responsibilities

• Receive and handle inbound customer calls professionally.
• Verify customer entitlement, product information, and issue details.
• Log, document, and manage Service Requests (SRs) accurately in support tools.
• Resolve first-contact issues whenever possible.
• Educate customers on product features, best practices, and self-service resources.
• Meet productivity, quality, customer satisfaction, and SLA targets.
  
  
  

Technical Skills

Basic understanding of:

• Operating systems
• Microsoft Office applications.
• Email and collaboration tools.
• Remote troubleshooting tools
• Customer Service Skills
• Strong verbal and written communication skills.
• Active listening and problem-solving abilities.
• Ability to manage difficult customer interactions professionally.
• Strong customer-centric mindset.
• Ability to work in a fast-paced support environment.

Experience Requirements

• 0-2 years of technical support/customer service experience for entry-level CST.

Language

• Fluent in English ( B2-C1 Level Only )