Key Responsibilities

Handle customer interactions via telephone, email, chat, and web console.

Deliver excellent customer service and set clear expectations based on agreed processes.

Manage and resolve all tickets within target response and resolution times.

Work on rotational shifts and demonstrate flexibility.

Take ownership of customer issues and drive them to resolution, escalating when necessary.

Meet or exceed performance metrics for the position.

Demonstrate strong proficiency in Microsoft Office Suite (Word, Excel, Project).

Engage in continuous learning to stay updated on relevant technologies.

Skills and Attributes

Exceptional customer service and communication skills (verbal and written).

Strong problem-solving ability with a proactive and flexible attitude.

Highly organized, detail-oriented, and self-motivated.

Ability to prioritize tasks and manage workload efficiently.

Knowledge of the Internet, common applications, and connectivity protocols.

Experience with Windows OS (knowledge of UNIX is an advantage).

Familiarity with ServiceNow platform.

Fluent in English (both written and spoken).

Qualifications and Experience

Graduate-level education or equivalent experience (IT-related degree preferred but not mandatory).

Minimum 1 year of experience in a support environment or customer-facing role.