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.