Service Desk

Inspire HUB is seeking a talented Service Desk Engineer to join our dynamic team.

In this role, you will be the first point of contact for customers seeking technical assistance or information.

Job Responsibility:

• Customer Support: Act as the first line of contact for customers via phone, email, and chatbot, addressing inquiries, providing solutions to common issues, and ensuring the best customer experience.
• Case Management: Open new support cases on behalf of customers and escalate cases to the appropriate technical teams when necessary. Ensure all customer requests are properly documented and tracked.
• Communication: Follow communication protocols and escalation procedures, ensuring timely responses and resolution of issues.
• Support Delivery: Assist customers in resolving support cases, either through phone, email, or chat interactions. Provide clear instructions and troubleshooting steps as required.
• Surveys & Quality Assurance: Distribute customer satisfaction surveys and assist in tracking feedback related to the support provided to ensure high-quality service delivery.
• Newsletter Distribution: Assist in creating and sending customer newsletters to keep them informed of new updates, features, or important information regarding products or services.
• Availability: Provide customer support across an 8/5 or 24/7 shift schedule, ensuring customers receive timely assistance whenever needed.
• Escalation Handling: Follow the escalation matrix to ensure customer issues are escalated appropriately, ensuring a swift and efficient resolution.

Job Requirements:

• Educational Background: A degree in IT, Computer Science, or a related field (or equivalent work experience).
• Experience: 0-2 years of experience in a customer service or IT support role.
• Technical Skills: Basic understanding of IT concepts, troubleshooting, and case management tools.
• Communication Skills: Excellent verbal and written communication skills, with the ability to professionally handle customer inquiries via email, phone, or chat.
• Professionalism: Strong interpersonal skills and a customer-centric mindset with the ability to remain calm under pressure and resolve issues promptly.
• Additional Skills: Familiarity with support ticketing systems, knowledge of common IT-related issues, and customer support best practices.