"BPO Call Center Senior Representative"

"The Customer Service Executive (L1 Support) is the first point of contact for customers seeking service support. This role involves handling customer queries via phone, email, or support portals, documenting issues accurately, providing troubleshooting and resolutions using predefined scripts or knowledge base articles, and escalating complex issues to the L2 team.

Key Responsibilities
•    Act as the first line of support for customer issues and service requests.
•    Handle inbound customer calls, emails, and portal tickets, ensuring timely and professional communication.
•    Accurately document all incidents and actions taken in the ticketing system.
•    Perform basic troubleshooting for hardware (e.g., printers, tablets), software (mobile applications), and connectivity issues (Bluetooth, Wi-Fi).
•    Follow scripted resolutions and standard operating procedures from the Knowledge Base.
•    Resolve customer issues within defined SLAs (Service Level Agreements).
•    Escalate unresolved issues to Level 2 or specialized technical teams with detailed documentation.
•    Ensure high levels of customer satisfaction by providing friendly, efficient, and empathetic service.
•    Participate in regular training sessions to stay updated on processes, tools, and technologies.
•    Maintain confidentiality and comply with company data protection and security policies.
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Skills and Qualifications
Essential:
•    Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
•    0–2 years of experience in technical support or customer service (freshers with strong communication and technical aptitude are encouraged).
•    Basic understanding of hardware, software, and networking concepts.
•    Strong troubleshooting and problem-solving skills.
•    Excellent verbal and written communication skills.
•    Ability to multitask, prioritize, and manage time effectively.
•    Customer-oriented mindset with attention to detail."