Customer Support Representative

Customer Support Representative

Employment Type: Full-Time

Experience: 0-3 Years

Department: Customer Support / Operations

About the Role

We are looking for a Customer Support Representative to join our team and provide excellent support to customers using our IT products and services. The ideal candidate is customer-focused, technically curious, and able to communicate clearly while resolving customer issues efficiently.

This position is suitable for both fresh graduates and candidates with up to 3 years of customer support or technical support experience.

Key Responsibilities

• Respond to customer inquiries through phone, email, chat, and other support channels.
• Understand customer issues and provide accurate and timely solutions.
• Troubleshoot basic technical and product-related issues.
• Escalate complex technical problems to the appropriate technical or development team.
• Follow up with customers to ensure issues are fully resolved.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Guide customers on how to use the company's products, systems, or services.
• Maintain a professional and positive attitude when handling customer complaints.
• Work closely with internal teams to resolve customer issues and improve the overall customer experience.
• Meet agreed customer service and response-time targets.
• Contribute to FAQs, knowledge bases, and support documentation when required.

Requirements

• Bachelor's degree in IT, Computer Science, Business, or a related field is preferred.
• 0-3 years of experience in customer support, technical support, call center, or a similar role.
• Fresh graduates are welcome to apply.
• Excellent verbal and written communication skills.
• Good problem-solving and analytical abilities.
• Basic understanding of IT concepts and troubleshooting.
• Ability to learn new software, systems, and technologies quickly.
• Strong customer-service mindset and patience when dealing with customers.
• Good organizational and time-management skills.
• Ability to work independently as well as part of a team.
• Proficiency in English is required; additional languages are a plus.

Nice to Have

• Experience with CRM or ticketing systems.
• Basic knowledge of networking, software, SaaS, or cloud-based applications.
• Experience in a technical/customer support environment.
• IT certifications such as CompTIA A+, ITIL, or similar are a plus.

What We Offer

• Competitive salary package.
• Professional development and training opportunities.
• Supportive and collaborative work environment.
• Career growth opportunities within the IT and customer support functions.
• Exposure to modern IT products and technologies