Technical Support Engineer

Experience:

• 3-5 years of experience in a call centre or customer service role.

• Proven track record of handling inbound and outbound calls in a professional manner.

• Experience in logging user issues and accurately documenting details in a ticketing system.

• Ability to troubleshoot basic technical issues and escalate complex problems to the appropriate teams.

• Familiarity with call centre software and

systems (e.g., CRM software, ticketing systems).

• Excellent verbal and written communication skills to effectively interact with users/customers.

• Ability to work independently with minimal supervision in a fast-paced environment.

• Experience in providing first-level support and resolving user queries and complaints.

• Knowledge of IT systems, software applications, and troubleshooting techniques.

• Familiarity with government IT policies and procedures.

• Ability to work collaboratively with cross-functional teams to resolve user issues.

• Patience and empathy to handle user concerns and complaints effectively.

• Strong problem-solving skills and attention to detail in resolving user issues.

• Adaptability to learn new tools and technologies quickly.

• Customer-focused mindset with a commitment to delivering high-quality service and support.

• Ability to maintain composure and professionalism during high-pressure situations.