Our Level 1/2 Support Officer provides initial customer support, troubleshoots basic issues, and assists with administrative tasks, ensuring smooth daily operations for the team. They learn and escalate complex inquiries to senior staff for resolution.
DUTIES AND RESPONSIBILITIES
Client Support
- Provide Level 1 and Level 2 support to clients via outbound phone, email, and chat.
- Diagnose and resolve technical issues related to our SaaS products.
- Escalate complex issues to higher-level support or technical teams as needed.
Knowledge Base Management
- Maintain and update the company’s knowledge base with accurate, user-friendly articles.
- Write clear, detailed documentation and troubleshooting guides for common issues.
- Ensure all knowledge base content is current and reflects product updates and changes.
SLA Compliance
- Work within defined SLAs to ensure timely resolution of client issues.
- Monitor and report on SLA performance, ensuring adherence to company standards.
- Prioritize and manage multiple support requests effectively.
Communication and Collaboration
- Communicate effectively with clients to understand their issues and provide appropriate solutions.
- Collaborate with internal teams to resolve client issues and improve product functionality.
- Provide regular updates to clients on the status of their support requests.
QUALIFICATIONS
- Diploma or degree in Information Technology, Computer Science, or a related field.
- 2-3 years of experience in a support desk or technical support role, preferably within a SaaS company.
- Experience in maintaining a knowledge base and writing knowledge base articles.
- Proficiency in using Zendesk support desk software and ticketing systems (e.g., Zendesk, Freshdesk).
- Basic understanding of software troubleshooting and network concepts.
- Familiarity with remote desktop tools and diagnostic techniques
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical skills.
- Ability to work independently and within a team.
- High attention to detail and organizational skills.
- Customer-focused attitude with a commitment to providing high-quality support.
Good to have
- Experience with SaaS products and services.
Familiarity with ITIL framework and best practices. - Certification in IT support or customer service (e.g., CompTIA A+, ITIL Foundation).
