- Respond promptly to customer inquiries via email, chat, and online meetings.
- Identify customer needs and provide accurate, valid, and comprehensive information.
- Troubleshoot product or service issues and resolve them effectively.
- Escalate unresolved issues to the appropriate internal teams when necessary.
- Maintain detailed records of customer interactions and follow up to ensure resolution.
- Develop a deep understanding of our products/services to better assist customers.
- Contribute to improving our customer support processes and tools.
- Monitor customer feedback and report recurring issues for potential improvements.
Proven work experience as an IT Trainer, Technical Trainer or similar roleExperience designing technical course materialFamiliarity with web-based learning platforms and modern educational techniquesGood understanding of corporate computer security principlesExcellent communication skills with the ability to explain technical terms plainlyAt least BSc in Information Technology, Computer Science or relevant field.