Level 1 Technical Support

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Requirements:

• Experience in remote customer service, technical support, or consumer electronics support.
• Strong problem-solving skills and ability to quickly learn new products.
• Experience using service desk ticketing systems (e.g., Freshdesk).
• Excellent English communication skills (spoken and written).
• Strong organisational and prioritisation skills for managing support tasks.
• Proficiency in Microsoft Office applications.
• Knowledge of automotive or consumer electronics is a plus.

Responsibilities:

• Served as the first point of contact for Level 1 technical support queries from customers, service agents, and retailers.
• Respond to email support requests and service desk tickets through Freshdesk.
• Guide customers on product setup, troubleshooting, and correct usage.
• Maintain clear and accurate customer communications and service records.
• Escalate complex product or customer issues to the Team Leader or Service Manager.
• Process and arrange parts/products for warranty replacements.
• Review and prioritise support tickets, ensuring timely resolution.
• Convert email inquiries into service desk tickets, following company SOPs.
• Provide weekly and monthly performance reports on support trends and customer issues.
• Stay updated on new and existing product documentation to effectively resolve queries.
• Review and understand company policies, processes, and support systems.
• Participate in team meetings, training, and performance reviews.