Key Responsibilities

• Provide first-level technical support to clients, responding to inquiries and issues in a timely and efficient manner.
• Provide basic troubleshooting and device management, including setup and enrollment, and escalate complex issues to advanced support as needed
• Monitor system dashboards for alerts and compliance issues.
• Document solutions and procedures in knowledge bases (KBs) and FAQs, and maintain them by keeping them updated.
• Ensure that support requests are handled within established Service Level Agreements (SLAs), keeping client satisfaction a priority.
• Providing exceptional customer service (solving customer problems, answering customer questions confidently), and voice support through excellent English communication.

This role requires a blend of problem-solving skills, clear communication, and a dedication to delivering excellent customer service. To succeed, you’ll need to be able to think on your feet, communicate clearly and effectively, and empathize with customers.

What we’re looking for:

• Education: Bachelor of Computer Science/Information Technology or similar
• Adaptability
• Teamwork
• Agile frameworks
• Interpersonal communication skills
• WordPress Rest API
• PHP, HTML, CSS, SQL Server, No SQL
• Status tracking frameworks (Jira and Rally)
• Practical knowledge of SQL and database concepts
• Solid understanding of cybersecurity principles
• Previous experience as a tech agent is a plus.