Job Description
Our client, a software company, is looking for a Customer Service & IT Support Executive to provide customer service and basic technical support to customers and internal users. The ideal candidate should have good communication and problem-solving skills, be customer-oriented, and be comfortable handling software-related enquiries and technical issues.
Key Responsibilities
- Respond to customer enquiries via email, phone, live chat, or other communication channels.
- Assist customers with software-related questions, product usage, account access, and troubleshooting.
- Identify, investigate, and resolve basic technical issues faced by customers and internal users.
- Provide basic IT support, including hardware, software, network connectivity, and system access issues.
- Guide customers and users through step-by-step solutions in a clear and professional manner.
- Log, track, and follow up on customer enquiries, technical issues, and support tickets.
- Escalate complex technical problems to the relevant technical or development teams when necessary.
- Work closely with internal teams to ensure timely resolution of customer issues.
- Maintain accurate records of customer interactions, reported issues, and resolutions.
- Assist with software testing, system updates, user account setup, and other IT-related tasks when required.
- Identify recurring issues and suggest improvements to customer service processes and support documentation.
- Ensure a positive customer experience by providing timely, professional, and effective support.
Requirements
- Diploma or Bachelor's degree in IT, Computer Science, Business, or a related field is preferred.
- Previous experience in customer service, technical support, IT support, or a similar role is an advantage.
- Basic understanding of software applications, computer systems, and common technical issues.
- Good communication and interpersonal skills.
- Strong problem-solving skills with a customer-focused mindset.
- Ability to explain technical information in simple and easy-to-understand language.
- Willingness to learn new software, systems, and technologies.
- Able to work independently and collaborate effectively with different teams.
- Good organisational skills and the ability to manage multiple enquiries and tasks.
