Job Description
The Customer Service Executive (L1 Support) is the first point of contact for customers seeking service support. This role involves handling customer queries via phone, email, or support portals, documenting issues accurately, providing troubleshooting and resolutions using predefined scripts or knowledge base articles, and escalating complex issues to the L2 team.
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...
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...
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