Key Responsibilities • Act as the first line of support for customer issues and service requests. • Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.• Accurately document all incidents and actions taken in the ticketing system. • Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi). • Follow scripted resolutions and standard operating procedures from the Knowledge Base. • Resolve customer issues within defined SLAs (Service Level Agreements). • Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation. • Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service. • Participate in regular training sessions to stay updated on processes, tools, and technologies. • Maintain confidentiality and comply with company data protection and security policies. ________________________________________ Skills and Qualifications Essential: • Diploma or Bachelor’s degree in IT, Computer Science, or a related field. • 0–2 years of experience in technical support or customer service (freshers with strong communication and technical aptitude are encouraged). • Basic understanding of hardware, software, and networking concepts. • Strong troubleshooting and problem-solving skills. • Excellent verbal and written communication skills. • Ability to multitask, prioritize, and manage time effectively. • Customer-oriented mindset with attention to detail.