Customer Tech Support Trainee at HelloMe Limited

SUCCESSFUL APPLICANTS WILL IDEALLY HAVE TO:

• Participate in a structured training program designed to provide comprehensive training in technical support processes and customer service skills relevant to digital banking operations.
• Provide timely and efficient technical support to customers via phone, email, chat, and other communication channels, assisting with inquiries related to digital banking platforms, mobile apps, online transactions, and account management.
• Diagnose and troubleshoot technical issues reported by customers, utilizing knowledge bases, troubleshooting guides, and collaboration with senior support staff to resolve issues accurately and efficiently.
• Familiarize yourself with digital banking platforms, mobile applications, and other software tools used for customer support purposes, ensuring proficiency in navigating these systems to assist customers effectively.
• Maintain detailed records of customer interactions, technical issues, and resolutions in support ticketing systems, and prepare reports on common issues, trends, and customer feedback for review by senior management.
• Stay updated on digital banking technologies, product updates, and troubleshooting techniques through ongoing training sessions, self-study, and collaboration with senior support staff, actively seeking opportunities for skill development and enhancement.
• Collaborate with team members across different departments, including IT, operations, and customer service, to escalate complex issues, share knowledge, and contribute to process improvements aimed at enhancing the customer support experience.
• Performing any other duties as it may be assigned by the IT supervisor or by the boss.

REQUIREMENTS & QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred.
• Entry-level position; prior experience in customer service or technical support is advantageous but not required.
• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and in a fast-paced environment.
• Proficiency in using computers and software applications.
• Eagerness to learn and adapt to new technologies and processes.
• Proactive attitude, willingness to learn, and a passion for delivering excellent customer service.