Technical Help Desk Support

Key Skills: Excellent communication, L1 Tech Support, Microsoft Office Suite, Service Now tools, ITIL Framework

Job Description:
The Technical Help Desk Support (L1) is responsible for providing first-level technical support to our US-based clients. This includes answering phone calls, emails, and chat messages, as well as providing remote troubleshooting assistance. The ideal candidate will have strong technical skills and be able to communicate effectively with customers.

Job Responsibilities:

• Answer phone calls / emails, and chat messages from clients regarding technical issues.
• Troubleshoot software and hardware problems.
• Escalate complex issues to the appropriate team members.
• Document all customer interactions in the ticketing system.
• Stay up to date on the latest technical developments.
• Provide excellent customer service.

Required Skillset:

• Min 2+ / 3 years relevant experienced technical support.
• Experience in Voice / Chat and email Support (US client).
• Strong customer service & Handling skills.
• Excellent written and verbal communication skills. (Language/Grammar Proficiency).
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.
• Familiarity with ServiceNow Ticketing tool.
• Knowledge of common technical troubleshooting tools and techniques.
• Knowledge of ITIL Framework is Required.