ENVIRONMENT:
JOIN the team of a dynamic Tech Company seeking a versatile and technically skilled Contact Centre & Technical Support Specialist who will manage Inbound and Outbound customer interactions, support CRM systems, generate reports, and assist with general IT-related issues. The ideal candidate will require a Certification or qualification in IT, Information Systems, or related field with proven experience in a contact centre (Inbound & Outbound) environment, proficiency with ticketing systems such as Zendesk, Freshdesk, Jira & reporting tools like Excel, Power BI, or similar.
DUTIES:
Customer Support & Call Handling -
- Manage Inbound and Outbound calls in a professional and efficient manner.
- Assist customers with queries, complaints, and service requests.
- Maintain high levels of customer satisfaction and service quality.
- Follow up with customers to ensure resolution of issues.
CRM Management & Support -
- Troubleshoot and resolve CRM system issues.
- Capture and maintain accurate customer data within the CRM.
- Assist users with CRM-related queries and system navigation.
- Ensure data integrity and proper usage of the system.
Reporting & Data Analysis -
- Generate daily, weekly, and monthly performance reports.
- Analyse call centre metrics and provide insights.
- Create custom reports as required by management.
- Monitor KPIs and suggest improvements.
Technical & IT Support -
- Log, track, and resolve IT support tickets.
- Troubleshoot basic network, system, and user issues.
- Escalate complex problems to relevant IT teams.
Administrative Duties -
- Maintain accurate records of customer interactions and technical issues.
- Document processes, solutions, and troubleshooting steps.
- Assist in improving internal systems and workflows.
REQUIREMENTS:
Qualifications –
- Certification or qualification in IT, Information Systems, or related field.
Experience/Skills –
- Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira).
- Knowledge of system integrations.
- Previous experience in a hybrid customer support / technical role.
- Proven experience in a contact centre (Inbound & Outbound) environment.
- Strong technical aptitude with experience in CRM systems.
- Experience with reporting tools (e.g., Excel, Power BI, or similar).
- Basic understanding of IT support and troubleshooting.
ATTRIBUTES:
- Customer-focused mindset.
- Technical proficiency.
- Attention to detail.
- Time management and organization.
- Adaptability and willingness to learn.
- Team player with strong interpersonal skills.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Ability to multitask and work under pressure.
