- Respond to incoming requests and report issues via chatbot, telephone, or ticketing system.
- Efficiently escalate issues to the 3rd Line support team when necessary.
- Maintain hardware such as printers, barcode scanners, and mobile devices.
- Collaborate with account managers to identify opportunities for enhancing customer retention and platform satisfaction.
- Maintain clear and concise documentation of support activities.
- Proven experience in IT support or a related field.
- Strong problem-solving skills with a customer-centric approach.
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Familiarity with ticketing systems and escalation procedures.