Customer Service Executive

1. Provide firstline technical support to clients via phone email or chat resolving issues efficiently and effectively.
2. Document all support interactions and solutions in the ticketing system ensuring accuracy and completeness.
3. Troubleshoot and resolve hardware and software issues related to IT products or services.
4. Escalate complex issues to appropriate teams or senior technicians for further investigation and resolution.
5. Collaborate with crossfunctional teams to ensure timely resolution of client issues and inquiries.
6. Proactively identify trends in client issues and suggest improvements to enhance overall service delivery.
7. Follow standard operating procedures and guidelines for service desk support activities.
8. Maintain a high level of professionalism and customer service orientation in all interactions.
9. Stay updated on product knowledge and industry trends to provide accurate and uptodate information to clients.
10. Participate in training sessions and knowledgesharing activities to continuously improve technical skills and expertise.

1. 12 years of experience in a service desk support role within the BPO or IT product service industry.
2. Bachelors degree in Computer Science or related field.
3. Good in technical troubleshooting skills with the ability to diagnose and resolve hardware and software issues.
4. Excellent communication skills both verbal and written with a customerfocused approach.
5. Proficiency in using ticketing systems and remote support tools.
6. Ability to work independently and collaboratively in a fastpaced environment.
7. Good problemsolving abilities and attention to detail.
8. Flexibility to work in rotational shifts.
9. Knowledge of ITIL framework and best practices preferred.

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