ENVIRONMENT:

JOIN the team of a dynamic Tech Company seeking a versatile and technically skilled Contact Centre & Technical Support Specialist who will manage Inbound and Outbound customer interactions, support CRM systems, generate reports, and assist with general IT-related issues. The ideal candidate will require a Certification or qualification in IT, Information Systems, or related field with proven experience in a contact centre (Inbound & Outbound) environment, proficiency with ticketing systems such as Zendesk, Freshdesk, Jira & reporting tools like Excel, Power BI, or similar.

DUTIES:

Customer Support & Call Handling -

• Manage Inbound and Outbound calls in a professional and efficient manner.
• Assist customers with queries, complaints, and service requests.
• Maintain high levels of customer satisfaction and service quality.
• Follow up with customers to ensure resolution of issues.

CRM Management & Support -

• Troubleshoot and resolve CRM system issues.
• Capture and maintain accurate customer data within the CRM.
• Assist users with CRM-related queries and system navigation.
• Ensure data integrity and proper usage of the system.

Reporting & Data Analysis -

• Generate daily, weekly, and monthly performance reports.
• Analyse call centre metrics and provide insights.
• Create custom reports as required by management.
• Monitor KPIs and suggest improvements.

Technical & IT Support -

• Log, track, and resolve IT support tickets.
• Troubleshoot basic network, system, and user issues.
• Escalate complex problems to relevant IT teams.

Administrative Duties -

• Maintain accurate records of customer interactions and technical issues.
• Document processes, solutions, and troubleshooting steps.
• Assist in improving internal systems and workflows.

REQUIREMENTS:

Qualifications –

• Certification or qualification in IT, Information Systems, or related field.

Experience/Skills –

• Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira).
• Knowledge of system integrations.
• Previous experience in a hybrid customer support / technical role.
• Proven experience in a contact centre (Inbound & Outbound) environment.
• Strong technical aptitude with experience in CRM systems.
• Experience with reporting tools (e.g., Excel, Power BI, or similar).
• Basic understanding of IT support and troubleshooting.

ATTRIBUTES:

• Customer-focused mindset.
• Technical proficiency.
• Attention to detail.
• Time management and organization.
• Adaptability and willingness to learn.
• Team player with strong interpersonal skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to multitask and work under pressure.