Description

You provide technical and application support for users, resolving issues across software, hardware, and system usage.

This role is on-site.

Responsibilities

• Respond to inbound support requests via help desk platforms, phone, email, or chat.
• Triage and prioritize assistance, resolving issues related to software, hardware, or system usage.
• Identify system issues, document them, and escalate unresolved or complex cases to the Development Team.
• Maintain accurate records of support interactions and contribute solutions to the knowledge base.
• Provide baseline training and guidance to clients on ServiceChannel applications.

Required Skills

• 5+ years of hands-on experience in technical or application support.
• Proficiency with Zendesk or similar customer support ticketing tools.
• Familiarity with ITSM tools such as Jira or ServiceNow.
• Strong understanding of communication protocols and issue triaging.
• Ability to document cases, solutions, and workarounds clearly in a knowledge base.
• Excellent written and verbal communication skills for client interaction.
• Experience managing and prioritizing multiple support tickets while meeting SLAs.

Key Skills

Education

Any Graduate