Customer Support Associate

Job Title

Customer Support Associate

Summary

As a Customer Support Associate, this role is responsible for providing first-line technical support to our customers at any time of day or night. Operating in shifts as part of a 24/7 support model, the Helpdesk ensures that incidents and service requests are logged, prioritized, and resolved or escalated in a timely and professional manner.

Key Responsibilities:

• You will play a crucial role in providing top-tier technical support to our clients. You'll be working in shifts to ensure 24/7 coverage;
• Active Monitoring: Proactively monitoring IT systems and networks to identify and resolve potential issues before they impact operations;
• Technical Support: Assisting clients with technical inquiries, troubleshooting hardware and software issues, and providing timely resolutions;
• Ticket Management: Accurately documenting and managing service requests and incidents using our tic...