Job Openings IT Customer Care Assistant

About the job IT Customer Care Assistant

Job Summary

The IT Customer Care Associate is responsible in handling customer concerns for issue management and resolution within the scope of IT Services. Duties includes handling of inquiries, requests, and other IT-related concerns and provides basic problem resolution. Creates tickets, assigns to IT processors, reviews status, and ensures closure. In this role, you will be the primary point of contact for customers, ensuring excellent service delivery, issue resolution, and customer satisfaction across IT-related products and services.

Duties and Responsibilities

KEY FUNCTIONS/DUTIES AND RESPONSIBILITIES:

 

Customer Support & Issue Resolution

  • Serve as the first point of contact for customer inquiries, providing technical and service-related support.
  • Respond to customer queries via phone, email, and chat, ensuring timely and effective resolution.
  • Troubleshoot IT-related issues and escalate complex cases to the appropriate technical teams.
  • Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
  • Assist customers with onboarding, product usage, and troubleshooting common IT concerns.
  • Work closely with internal teams to improve service delivery and enhance the customer experience.
  • Identify common pain points and suggest process improvements based on customer feedback.
  • Stay updated on company IT products, services, and industry best practices to provide knowledgeable support.

Reporting & Analytics

  • Maintain detailed records of customer interactions, feedback, and resolutions.

·         Update daily status reports and shift handover reports.

·         Monitor Customer Care emails and announcements to entities

  • Monitor Network issues and send out reports to management

Process Improvement & Quality Assurance

  • Tracking customer complaints or issues that may indicate inefficiencies or gaps in the service process.
  • Work closely with other teams to minimize delays or miscommunications that would result in faster and more effective resolutions for customers.
  • Provide feedback to improve the quality of customer interactions, whether for your own performance or your team’s.
  • Maintain consistency and accuracy across all customer interactions, helping to avoid confusion or misinformation.
  • Participate on team projects and development tasks

Technical Competencies and Skills

• Strong problem-solving and analytical skills with the ability to troubleshoot IT issues. • Excellent communication skills, both verbal and written. • Customer-centric mindset with a proactive approach to issue resolution. • Familiarity with IT support tools, ticketing systems

Education, Trainings and Licenses Required

• Bachelor's degree in IT, Business, Communications, or a related field preferred. • 1-3 years of experience in customer support, helpdesk

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