Technical Call Centre Support Agent

Purpose of the Role
The Support Call Centre Agent is responsible for delivering first-line technical and customer support by managing inbound calls and customer emails, resolving queries and complaints, and maintaining a high standard of service delivery. The role includes troubleshooting issues, documenting interactions, escalating complex cases where necessary, and providing product-related assistance to both internal teams and external customers.
Key Responsibilities
Customer Support
Handle incoming customer calls and emails professionally and timeously.
Manage, investigate, and resolve customer queries and complaints.
Identify issues requiring escalation and refer them to the Technical Support Manager as needed.
Provide accurate and up-to-date product and service information to customers.
Research and source required information using internal systems and resources.
Diagnose, investigate, and resolve customer issues using relevant software and tools.
...