Customer Support Specialist
You will act as the primary point of contact for customers, handling general inquiries promptly and professionally via Zendesk, WhatsApp, and Telegram. You will assist customers with Tier 1 technical queries, diagnosing common issues and guiding users through step-by-step solutions, including for mining computers. You will accurately identify the nature of incoming queries and forward non-support matters to the appropriate internal departments. You will triage and assign complex, unresolved technical issues to the Engineering or Technician teams, ensuring all necessary context and troubleshooting steps are thoroughly documented. You will maintain detailed and accurate records of customer interactions, issues, and resolutions within the ticketing system. You will also assist with other administrative or customer success tasks as assigned by your team lead or management.
Responsibilities
- Act as the primary point of contact for customers via Zendesk, WhatsApp, and Telegram
- Assist customers with Tier 1 technical queries and guide them through step-by-step solutions
- Identify the nature of incoming queries and forward non-support matters to appropriate departments
- Triage and escalate complex unresolved technical issues to Engineering or Technician teams
- Document all necessary context and troubleshooting steps for escalated issues
- Maintain detailed and accurate records of customer interactions in the ticketing system
- Assist with other administrative or customer success tasks as assigned
Requirements
- Minimum of High School Diploma or GED
- Minimum of 2 years of Customer Service Experience, help desk, or call center environment
- Experience with mining computers for basic fixing and troubleshooting for customer service help
- Comfortable navigating support software and ticketing systems; prior experience with Zendesk, WhatsApp Business, and Telegram is highly preferred
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users clearly
- Strong analytical skills with a proactive approach to troubleshooting and resolving customer issues
- High level of empathy, patience, and the ability to remain calm and professional under pressure
Benefits
- Attractive benefits and developmental opportunities such as training and mentoring