Talent pool - Level 1 HelpDesk Specialist

POSITION FOR TALENT POOL: Level 1 HelpDesk Specialist

As a Level 1 HelpDesk Specialist, you will be the initial point of contact for B2B clients, handling software-related support tickets through ticketing systems such as Zendesk, ServiceNow, or similar platforms. Your role will focus on troubleshooting issues, documenting incidents, and ensuring smooth escalation processes when needed. With a customer-focused approach, you will help resolve issues efficiently to enhance client satisfaction.

Responsibilities

· Manage and respond to incoming support tickets from clients using systems like Zendesk, ServiceNow or similar.

· Troubleshoot and resolve fundamental software issues, such as login difficulties, account setups, basic feature queries, etc.

Profile

· 1+ years of experience in a customer service or technical support role, with a preference for experience in B2B software support.

· Familiarity with ticketing systems such as Zendesk, ServiceNow, or similar platforms for managing and tracking client issues.

· Basic knowledge of software troubleshooting and an understanding of web-based applications.

Soft Skills

· Excellent written and verbal communication skills.

· English B2 or higher.

· Strong attention to detail and a proactive approach to problem-solving.

· Ability to work well in a team environment and demonstrate adaptability.