Full-Time Customer Service Specialist

• Respond to inbound/outbound calls, emails, and support tickets from US customers.
• Troubleshoot software, hardware, connectivity, and access-related technical issues.
• Log interactions, diagnostics, and resolutions in the helpdesk system.
• Escalate unresolved or complex issues to higher-level support teams.
• Ensure timely resolution of issues in compliance with SLAs and deliver a customer-first experience.
• Handle user onboarding tasks such as account setup and password resets.
• Collaborate with US-based teams, adjusting to EST/PST time zone requirements.
• Take full ownership of help requests from receipt to resolution with professional communication.
• Prioritize and categorize incidents/requests accurately, capturing all relevant user information.
• Aim for maximum first-contact resolution through effective troubleshooting.
• Manage tickets throughout their lifecycle, updating with timely and accurate information.
• Escalate VIP or critical issues promptly.
• Enhance personal technical knowledge and share insights with the team.

• Minimum 2 years’ experience in a US customer service or IT helpdesk/technical support role
• Strong verbal and written communication skills in English
• Familiarity with helpdesk/ticketing tools (e.g., Zendesk, ServiceNow, Freshdesk, Jira)
• Ability to work independently with minimal supervision
• Comfortable working night shifts or overlapping with US business hours

• Prior experience in BPO/ITeS supporting US clients
• ITIL Foundation certification or technical diploma (a plus, not required)
• Experience with remote desktop tools (AnyDesk, TeamViewer, etc.)

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