Support Officer (225-1002)

A Support Officer plays a critical role in ensuring the smooth operation of an organization by providing technical assistance and support to both customers and internal departments. They are responsible for troubleshooting problems, offering guidance and solutions, and ensuring that all customer interactions are positive experiences. A Support Officer must be skilled in communication, adept at problem-solving, and proficient in using various software and tools to assist clients and team members efficiently. This role involves liaising between departments, maintaining detailed records of customer interactions and solutions, and continually improving support services. As a key representative of the organization, the Support Officer must be dedicated to maintaining high levels of customer satisfaction, showcasing empathy, and demonstrating a deep understanding of the organization's products and services.

Responsibilities

• Provide first-level technical support via phone, email, or chat to customers.
• Diagnose and troubleshoot software and hardware issues effectively and efficiently.
• Document and track customer interactions and technical troubleshooting steps accurately.
• Collaborate with technical teams to resolve complex customer issues timely.
• Assist in creating and updating support documentation and user guides.
• Identify and escalate critical issues to higher-level support or management as necessary.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Follow up with customers to ensure their technical issues are completely resolved.
• Stay updated with new product features and functionalities to provide informed assistance.
• Provide feedback on recurring issues to improve product and service quality.
• Participate in training sessions and team meetings to stay informed and share insights.
• Assist in monitoring customer service levels and suggest improvements where needed.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in a customer support role for at least two years.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent communication skills, both verbal and written, are essential.
• Ability to handle stressful situations and work under pressure competently.
• Strong problem-solving skills and attention to detail are critical for success.
• Capability to work independently under your initiative and as part of a team.
• Experience with ticketing systems and customer support technologies will be advantageous.