Customer Support Representative

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.