- Handle incoming customer requests via phone, email, or chat
- Log detailed support tickets in the internal ticketing system
- Assign tickets to the appropriate technical team members based on issue type and priority
- Monitor ticket progress and follow up internally to ensure timely resolution
- Communicate updates and resolutions clearly and professionally to clients
- Ensure accurate documentation of all client interactions and support steps
- Escalate unresolved or high-impact issues when necessary
- Collaborate with tech, implementation, and customer success teams
- Maintain high standards of client satisfaction and service professionalism
- Contribute to FAQs, internal documentation, and process improvements
2–4 years of experience in technical support, customer service, or helpdesk rolesVery good to excellent English communication skills (spoken and written)Strong organizational and multitasking abilitiesHigh attention to detail and problem-solving mindsetFamiliarity with helpdesk/ticketing systems (e.g., Freshdesk, Jira, Zoho Desk) is a plusBasic understanding of software-related workflows and issuesBachelor’s degree in Computer Science, Information Systems, Business, or a related field