Customer Service Specialist

Respond to inbound/outbound calls, emails, and support tickets from US customers.

Troubleshoot software, hardware, connectivity, and access-related technical issues.

Accurately log interactions, diagnostics, and resolutions in the helpdesk system.

Escalate unresolved or complex issues to higher-level support teams.

Ensure timely resolution of issues in compliance with SLAs and deliver a customer-first experience.

Handle user onboarding tasks such as account setup and password resets.

Collaborate with US-based teams, adjusting to EST/PST time zone requirements.

Take full ownership of help requests from receipt to resolution with professional communication.

Prioritize and categorize incidents/requests accurately, capturing all relevant user information.

Aim for maximum first-contact resolution through effective troubleshooting.

Manage tickets throughout their lifecycle, updating with timely and accurate information.

Escalate VIP or critical issues promptly, with awareness of internal organizational structure.

Continuously enhance personal technical knowledge and share insights with the team.

Required Skills & Qualifications:

• Minimum 2 years experience in a US customer service or IT helpdesk/technical support role
• Strong verbal and written communication skills in English
• Familiarity with helpdesk/ticketing tools (e.g., Zendesk, ServiceNow, Freshdesk, Jira)
• Ability to work independently with minimal supervision
• Comfortable working night shifts or overlapping with US business hours

Preferred Qualifications:

• Prior experience in BPO/ITeS supporting US clients
• ITIL Foundation certification or technical diploma (a plus, not required)
• Experience with remote desktop tools (AnyDesk, TeamViewer, etc.)

Shift Timing:

Night shift or flexible schedule with overlap to US time zones (EST/PST)