Job Description:
We are seeking a dynamic and customer-oriented individual to join our team as a 1st Level Helpdesk Support Specialist. In this role, you will be the first point of contact for users calling into our public-facing hotline. You will provide immediate assistance, resolve issues during the first call when possible, and collaborate with internal teams to ensure timely resolutions. This position involves responding to various communication channels, including phone calls, emails, and chatbot queries.
Key Responsibilities:
- Respond to inbound calls from the public and provide first-call resolution for technical issues and inquiries.
- Escalate unresolved issues to appropriate support or product teams as necessary, ensuring quick and efficient resolution.
- Maintain detailed documentation of incidents, including notifications, escalations, and follow-ups.
- Make outbound calls to users who have requested callbacks.
- Manage and respond to emails assigned by the team leader.
- Interact with users via our Chatbot platform to resolve issues and guide them through troubleshooting steps.
- Handle high call volumes and work effectively under pressure, ensuring excellent customer service is maintained.
Requirements:
- Strong verbal and written communication skills.
- Ability to handle high-stress situations while maintaining professionalism.
- Problem-solving skills and the ability to collaborate with various teams.
- Experience in customer service or technical support roles is a plus.
- Basic understanding of troubleshooting and support workflows.
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