Technical Support - Voice / Blended - Professional Services Sector

Role Summary: We are seeking a motivated and experienced Technical Support professional with 2-3 years of experience to join our growing team. The ideal candidate will have a B.Sc degree and possess strong communication and problem-solving skills to provide exceptional voice and blended technical support to our clients in the professional services sector. You will be responsible for diagnosing and resolving technical issues, ensuring customer satisfaction, and contributing to the overall efficiency of our support operations.

Key Responsibilities:
- Provide first-level technical support via voice calls, email, and chat, addressing user queries and technical issues related to software, hardware, and network connectivity.
- Diagnose, troubleshoot, and resolve a wide range of technical problems for end-users, adhering to defined service level agreements (SLAs).
- Escalate complex issues to higher-level support teams or relevant departments when necessary.
- Maintain accurate and detailed records of all support interactions, including troubleshooting steps and resolutions, in the ticketing system.
- Educate users on basic technical concepts and best practices to prevent future issues.
- Collaborate with team members and other departments to share knowledge and improve support processes.
- Participate in training sessions to stay updated with new technologies and product releases.
- Ensure a high level of customer satisfaction through professional and timely support.