Helpdesk Agent at Dotmac Technologies LTD

Job Description

The Helpdesk Agent is responsible for providing first-level technical support and assistance to customers across various communication channels, including phone calls, WhatsApp chats, and emails. The agent will diagnose and troubleshoot customer issues, log support tickets, and ensure customer satisfaction by resolving queries in a timely and professional manner.

Key Responsibilities:  

Customer Support:

• Respond to customer inquiries through multiple channels (calls, WhatsApp, email) in a prompt and professional manner.
• Diagnose technical issues and provide accurate and timely solutions, following defined troubleshooting procedures.
• Log all customer interactions and issues in the company’s ticketing system with detailed notes and status updates.

Issue Escalation and Follow-Up:

• Escalate unresolved or complex technical issues to the appropriate technical support or engineering teams.
• Monitor the progress of escalated issues and follow up with customers to ensure timely resolution.
• Provide regular updates to customers on the status of their support requests, keeping them informed throughout the resolution process.

Ticket Management:

• Create, update, and close support tickets in the ticketing system, ensuring all necessary details are accurately captured.
• Assign tickets to the appropriate departments and ensure they are resolved within the defined Service Level Agreements (SLAs).
• Prioritize tickets based on urgency and impact, ensuring that critical issues are handled with priority.

Documentation and Reporting:

• Maintain a knowledge base by documenting frequently asked questions (FAQs), common technical issues, and their solutions.
• Prepare daily, weekly, or monthly reports on ticket volumes, resolution times, and customer satisfaction levels.
• Contribute to process improvements by identifying trends and recurring issues.

Customer Satisfaction:

• Ensure a high level of customer satisfaction by handling each query with care, patience, and professionalism.
• Assist in customer follow-up surveys or feedback requests to gauge the quality of support provided.
• Act as the first point of contact for customers, building trust and fostering positive relationships.

Team Collaboration:

• Collaborate with the technical support team, NOC (Network Operations Center), and other departments to resolve complex issues.
• Participate in team meetings and contribute to improving the efficiency of the helpdesk processes.
• Keep up to date with company products and services to provide accurate information and support.

Requirements

Education:

• Diploma or degree in Information Technology, Computer Science, or a related field is preferred.
• Relevant certifications in IT support (e.g., CompTIA A+, ITIL) are a plus.

Experience:

• 1-2 years of experience in a helpdesk or customer service role, preferably in a technical or ISP (Internet Service Provider) environment.
• Experience using ticketing systems like Splynx, Zoho Desk, or similar tools for tracking and managing customer queries.

Technical Skills:

• Strong understanding of networking fundamentals, including routers, modems, and internet troubleshooting.
• Ability to use troubleshooting tools and techniques to resolve common technical issues.
• Familiarity with CRM systems and helpdesk ticketing platforms.