SILLS AND QUALIFICATION REQUIRED:

· Proven experience in a technical support or help desk role.
· Strong troubleshooting and problem-solving skills across hardware, software, and network issues.
· Excellent communication skills with a customer-first attitude.
· Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Desk).
· Basic understanding of operating systems (Windows, macOS), networking concepts, and commonly used software.
· Ability to work collaboratively in a fast-paced environment.
· Strong documentation skills and attention to detail.
· Willingness to learn and adapt to new technologies and processes.
· Experience working in a SaaS or tech company environment.
Job Types: Full-time, Permanent
Pay: £31,000.00-£34,000.00 per year

Schedule:

• Monday to Friday

Reference ID: VAS/MAY2025/0

KEY RESPONSIBILITIES

· Provide prompt, professional, and accurate responses to customer inquiries via email, chat, and phone.
· Troubleshoot issues and guide users through solutions, escalating complex problems when necessary.
· Document customer interactions and resolutions clearly in internal systems and ticketing platforms.
· Collaborate with cross-functional teams including IT, product, and QA to resolve technical issues.
· Monitor and analyze support trends to identify recurring problems and suggest process improvements.
· Assist in developing and maintaining knowledge base articles and self-service documentation.
· Follow up with customers to ensure issues are resolved and satisfaction is achieved.
· Adhere to internal SLAs and help optimize response times and support efficiency.
· Provide feedback to product and development teams based on customer interactions and insights.
· Participate in team meetings, training