Senior IT Customer Support

IT Customer Support role is responsible for providing technical assistance and support to customers regarding software applications, systems, and IT-related issues. The role ensures that customer inquiries and technical problems are resolved efficiently while maintaining high levels of customer satisfaction.

Key Performance Indicators (KPI)

• Ticket resolution time.
• Customer satisfaction score.
• SLA compliance rate.
• Number of issues resolved.
• Quality and accuracy of support documentation.

Customer Support

• Respond to customer inquiries via phone, email, ticketing system, or chat.
• Provide first-level technical support for software, hardware, and network-related issues.
• Assist customers in troubleshooting and resolving system/application problems.
• Guide users through step-by-step solutions and system usage procedures.

System and Application Support

• Support users in operating company applications and systems.
• Perform basic system configuration and user account management.
• Assist with application testing and validation after issue resolution.
• Provide user training and guidance when required.

Documentation and Reporting

• Maintain accurate records of customer interactions and issue resolutions.
• Create and update user guides, FAQs, and support documentation.
• Prepare periodic reports on support activities and issue trends.

Service Quality Improvement

• Identify recurring issues and recommend preventive solutions.
• Collaborate with development and infrastructure teams to improve system performance.
• Ensure compliance with Service Level Agreements (SLA).

Minimum Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience in customer support or helpdesk is an advantage.
• Understanding about Database Query, AI Driven
• Professional proficiency in English (written and verbal)
• Basic understanding of computer networks, operating systems, databases, and web applications.
• Familiarity with ticketing systems and troubleshooting processes is preferred.
• Strong analytical and problem-solving skills.
• Good communication and interpersonal skills.
• Proven experience in managing and supporting clients.
• Experience in handling client inquiries, issues, and requirements
• Strong experience in collaborating with cross-functional teams to support project implementation and ongoing maintenance activities.