Full-Time FSD Integrated Support Agent - TSC

Responsibilities:

• Handle incoming client requests related to company products, services, or applications through phone and email, ensuring accurate support.
• Identify the source of the issue and guide the user through the resolution process using internal and external resources.
• Document and update all case activity daily in the ticketing system, following departmental guidelines.
• Respond to emails and maintain daily follow-up to ensure case progress.
• Follow all internal procedures, policies, and standard operating procedures (SOPs) as defined by the department.
• Participate in scheduled after-hours on-call support when required.
• Assist peers with second-level troubleshooting and more complex cases.
• Handle escalated issues assigned by the Manager, Supervisor, or Lead, including joining conference calls with internal or external clients.
• Support training and cross-training of new or existing technicians.
• Suggest process improvements and contribute to departmental efficiency.
• Remain open to feedback and committed to continuous improvement.

Qualifications:

• Minimum of 1- 2 years of call center experience, 1 year in the technical support area a plus.
• Strong PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting via phone and email, (FTP, XML, Json, AD – nice to have).
• Problem solving, analytical skills.
• Advanced English Language skills, both verbal and written. (85% or above).
• Proven previous job stability, including maintaining long-term work relationships with former employers.
• Must be able to clear the company’s pre-employment screening.

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