Purpose of the Role
With direct supervision provides entry-level, Level 1 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.
Main Responsibilities
· Provides timely responses to first level technical issues via phone calls and emails
· Manages client inquiries and accurately documents incidents via online case management tool
· Performs troubleshooting to diagnose root cause and resolve issue quickly and effectively
· Performs testing to ensure that solution was successful
· Responds to client inquiries within SLA targets
· Escalates more complex issues to 2nd level support
Qualifications
Experience education:
· Experience
o 1-2 years of experience in Technical Support/ Customer Service
o Call/ email handling experience is required
o Experience in handling travel account is a plus
· Languages
o Fluent in location required language(s)
· Knowledge, skills and abilities (KSAs)
o Skill development ability for delivery of IT support including business software applications
o Ability to ask open-ended questions and active listening
o Ability to perform basic troubleshooting
o Strong customer service skills
o Critical thinking skills
o Ability to work in a global, multicultural environment
o Clear communication skills, both written and verbal
Qualifications
Experience education:
· Experience
o 1-2 years of experience in Technical Support/ Customer Service
o Call/ email handling experience is required
o Experience in handling travel account is a plus
· Languages
o Fluent in location required language(s)
· Knowledge, skills and abilities (KSAs)
o Skill development ability for delivery of IT support including business software applications
o Ability to ask open-ended questions and active listening
o Ability to perform basic troubleshooting
o Strong customer service skills
o Critical thinking skills
o Ability to work in a global, multicultural environment
o Clear communication skills, both written and verbal