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.
