Job Summary
We are looking for a proactive and customer-focused Customer Support Specialist to manage customer requests, coordinate with field engineers and internal teams, and ensure timely resolution of incidents within defined SLAs. The ideal candidate should possess strong communication, multitasking, problem-solving, and coordination skills with the flexibility to work in a fast-paced 24x7 support environment.
Key Responsibilities
- Provide first-level support for customer issues, service requests, and incident management activities.
- Coordinate with customers, field engineers, internal teams, and third-party vendors to ensure successful completion of onsite activities.
- Track, monitor, and update support tickets to ensure timely resolution within SLA timelines.
- Escalate unresolved or critical issues to appropriate support teams when required.
- Maintain accurate records, reports, service logs, and customer documentation.
- Ensure timely collection and submission of activity deliverables, reports, and approvals from field teams.
- Process service requests, updates, and order-related activities accurately in internal systems.
- Deliver excellent customer service through professional communication via calls, emails, and support tools.
- Support operational activities, reporting, and additional tasks assigned by management.
Required Skills & Competencies:
- Strong verbal and written communication skills.
- Excellent customer service and stakeholder management abilities.
- Good problem-solving, coordination, and analytical skills.
- Ability to multitask and work effectively in a fast-paced environment.
- Strong teamwork and collaboration skills.
- Flexible to work in 24x7 rotational shifts.
- Good organizational, time management, and ticket handling skills.
- Proficiency in Microsoft Office and ticketing/helpdesk tools.
- Ability to manage multiple customer requests with high attention to detail.
Education & Experience:
- Bachelor's degree or diploma in IT, computer science, or related field preferred.
- 1–3 years of experience in Customer Support, Helpdesk, IT Support, Managed Services, or Incident Management environments.
- Experience with ticketing tools such as ServiceNow, Remedy, Jira, Zendesk, or similar platforms is preferred.
- ITIL certification or Managed Services experience will be an added advantage.
