Job Description

Key Skills and Competencies: Excellent verbal and written communication skills in English (Mandatory). Basic understanding of: Operating systems (Windows/Mac) Common software applications Hardware troubleshooting (desktop/laptop) Active Directory and user account handling Strong knowledge of Microsoft Office tools (Outlook, Word, Excel, etc.). Good problem-solving and decision-making skills. Ability to multitask in a fast-paced environment. Good listening skills and customer empathy. Strong interpersonal skills and team collaboration abilities. Key Responsibilities: Provide first-level support for password resets and account unlocks via voice and ticketing platforms. Accurately log all interactions, issues, and resolutions in the ticketing system. Follow defined processes and knowledge base to resolve requests or escalate appropriately. Ensure customer issues are resolved efficiently with minimal turnaround time and maximum customer satisfaction. Maintain professional communication and a customer-first attitude throughout all interactions.