- Responsible for handling calls, updating customers regarding queries, leads/tickets handling, call backs where needed and work on different assigned projects.
- Serve as the first point of contact for users seeking technical assistance via phone, email, social media or ticketing system.
- Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
- Diagnose and resolve basic technical issues related to PSW software, hardware, and network systems.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Log all user interactions and technical issues in the service desk system and ensure proper documentation of actions taken.
- Handle feedback campaigns.
- Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures.
- Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution.
- Escalate unresolved issues to L2 or specialized support teams as needed.
- Sharing knowledge with team colleagues.
- Follow up with users to ensure their technical issues are fully resolved in a timely manner.
- Assist with the installation, configuration, and troubleshooting of PSW applications for end-users.
- Maintain knowledge of common technical issues and solutions related to PSW systems.
- Contribute to the creation and maintenance of internal knowledge base articles and user guides.
- Prioritize and manage several open issues at one time.
- Ensure compliance with service-level agreements (SLAs) by resolving incidents within the agreed-upon timeframes.
- Collaborate with L2 and other technical teams to ensure continuous service improvement.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 1-2 years of experience in a service desk or technical support role.
- Basic knowledge of IT systems, software, and troubleshooting techniques.
- Familiarity with ticketing systems and incident management tools.
- Strong communication and customer service skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Problem-solving attitude with attention to detail.
- Experience working with enterprise systems, preferably in the trade or customs industry.
- Familiarity with remote desktop tools and other support software.
Benefits
- Competitive salary
- Fuel Card
- Health benefits
- Professional development opportunities
- Inclusive work culture & much more