• Utilize the ZOHO DESK ticketing system to receive and respond to customer inquiries, technical issues, and support requests promptly and professionally.

• Diagnose and troubleshoot technical problems reported by customers, ensuring timely resolution and customer satisfaction.

• Identify the severity of the ticket and conduct level 1 troubleshooting.

• Alert and route the request to other team members or departments to escalate and resolve complex issues efficiently.

• Document customer interactions, issues, and resolutions accurately in the ticketing system.

• Provide clear and concise explanations of technical concepts and solutions to customers who may have varying levels of technical knowledge.

• Continuously expand knowledge of products, services, and industry trends to provide comprehensive and up-to-date support.

• Assist in creating and updating support documentation, knowledge base articles, FAQs, and troubleshooting guides.

• Participate in regular training sessions and knowledge-sharing activities to enhance technical skills and expertise.

• Maintain a positive, professional, and customer-centric approach in all interactions with customers.

• Adhere to shift schedules and work on a monthly rotation basis.

• Be able to work on monthly rotation basis and on a night shift.

• Bachelor's degree in Computer Science or a related field, or equivalent work experience.

• Excellent English communication skills, both verbal and written, with the ability to effectively communicate technical concepts to non-technical individuals.

• Strong problem-solving skills and ability to quickly learn and understand web-based IT systems.

• Ability to work effectively in a team-based environment and collaborate with colleagues to resolve customer issues.

• Strong attention to detail and ability to multitask in a fast-paced environment.

• Customer-focused mindset with a commitment to delivering exceptional service.

• Familiarity in using the Zoho Desk ticketing system or similar customer support platforms is a plus.

• Familiarity with SQL and the ability to write and execute queries to extract data is a plus.

• Experience reading code or system logs is a plus.