Job Description

The Level 1 Customer Service Support Representative is responsible for providing first-line assistance to customers, resolving common inquiries and issues, and ensuring a positive customer experience. The role involves handling customer requests through phone, email, chat, or support tickets, troubleshooting basic issues, and escalating complex cases to the appropriate support team.

Job Requirements

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and support tickets.
• Identify customer needs and provide accurate information, guidance, and solutions.
• Perform basic troubleshooting and follow established support procedures.
• Assist customers with account, product, service, billing, or technical-related inquiries.
• Create, update, and maintain accurate customer support tickets and records.
• Escalate unresolved or complex issues to Level 2 support or the appropriate department.
• Follow up on outstanding cases to ensure timely resolution.
• Maintain a high level of customer satisfaction and professionalism.
• Meet established service-level agreements (SLAs), response times, and performance targets.
• Use knowledge bases, FAQs, and internal resources to resolve customer issues efficiently.
• Identify recurring customer issues and report trends to the relevant team.
• Follow company policies, procedures, and data privacy requirements.

Skills