fresh graduates, internship seekers, or individuals exploring opportunities
in
Customer Support
,
Service Coordination
, or
Operations Support
roles.
Requirements & Qualification
Diploma or Degree in Software, Information Technology, Computer Science, or Business Administration, preferably with up to 1 year of work experience in a related role.
Fresh graduates are highly encouraged to apply.
Relevant certifications are an added advantage (e.g. IBM IT Support Professional, Google IT Support Professional, CHDP, MOS Certification, CompTIA IT Fundamentals, CCSS, CCXP, CST, CSR).
Basic understanding or hands-on familiarity with remote desktop applications, ticketing systems, or help desk software.
Awareness of customer support procedures and protocols.
Strong communication and interpersonal skills to serve as the first point of contact for user or client inquiries.
Ability to record and document issues accurately and in detail.
Demonstrated ability to provide timely and professional responses to basic technical or service-related inquiries.
Basic knowledge of common troubleshooting steps and willingness to assist users in applying them.
Experience or understanding of creating, maintaining, and categorizing support tickets for efficient issue tracking.
Basic familiarity with product functionality and ability to share general product information or guidance with users.
Capable of directing users to relevant resources, documentation, or Tier 2 Support when needed.
Strong follow-up discipline to ensure user issues are resolved and satisfaction is achieved.
Awareness of when and how to escalate complex issues for further assistance.
Comfortable using relevant software tools and support systems.
Able to adapt quickly to new tools, products, or client needs.
Committed to providing a positive support experience and maintaining service quality standards.
Works well in a team-oriented environment, following established procedures and contributing to shared goals.
Responsibilities
Serve as the first point of contact for client inquiries and support requests through multiple communication channels.
Gather, record, and document client issues accurately to ensure clear information for troubleshooting and escalation.
Provide timely, courteous, and professional responses to client inquiries and basic technical issues.
Follow established support workflows, standard operating procedures, and escalation protocols to maintain service consistency and quality.
Create, update, and maintain accurate and categorized support tickets to track client interactions and ensure proper follow-up.
Prioritize and manage support tickets based on severity, urgency, and business impact to achieve efficient issue resolution.
Troubleshoot and resolve common technical or user-related issues, applying standard troubleshooting steps and solutions.
Provide basic product information, user guidance, and assistance to help clients understand and utilize services effectively.
Guide users to relevant resources, documentation, or escalate complex issues to Service Delivery Engineer with complete context and supporting details.
Communicate effectively and professionally with clients to ensure a positive and satisfactory support experience.
Follow up with clients to confirm resolution, gather feedback, and ensure satisfaction with the support provided.
Assist in preparing and updating internal processes or procedures within the section to improve workflow efficiency and maintain alignment with organizational standards.
Collaborate with internal teams to share insights, recurring issues, and user feedback that contribute to service improvement and product enhancement.
Assist in compiling service performance reports and metrics, such as ticket volume, response time, and resolution rate, to support management review and decision-making.
Perform any other duties as assigned by Middle Management or immediate supervisors in support of departmental and organizational goals.
Job Type: Temporary
Contract length: 6 months