Job Title: ICT Customer Service Representative

Job Summary:

The ICT Customer Service Representative is responsible for providing technical support and exceptional customer service to clients experiencing issues with ICT systems, software, hardware, and networks. The role involves troubleshooting problems, answering queries, and ensuring customer satisfaction by assisting in resolving issues efficiently. You will act as the first point of contact for customers and will work closely with technical teams to escalate and resolve complex issues.

Key Responsibilities:

1. Customer Support:
   • Provide first-line support via phone, email, chat, or in-person.
   • Generate sales leads
   • Identify and assess customers’ needs to achieve satisfaction
   • Respond to customer inquiries about software, hardware, networking, and other ICT products or services.
   • Assist customers with installation, configuration, and troubleshooting of ICT systems and applications.
   • Record and document customer interactions, issues, and resolutions in the helpdesk system.
2. Troubleshooting:
   • Diagnose and resolve technical issues related to hardware, software, and networking.
   • Guide customers through problem-solving processes or escalate issues to higher support levels when necessary.
   • Collaborate with technical teams to resolve complex or high-priority incidents.
3. Product Knowledge:
   • Maintain up-to-date knowledge of company products, services, and systems to effectively assist customers.
   • Stay current with updates, patches, and developments in ICT services and technologies.
   • Provide accurate and detailed information about product features and services.
4. Customer Satisfaction:
   • Ensure prompt and effective responses to customer queries.
   • Follow up on unresolved issues and communicate updates to customers.
   • Achieve customer satisfaction through professional and empathetic communication.
5. Training and Guidance:
   • Offer guidance and instruction to customers on the proper use of ICT systems and tools.
   • Prepare user manuals, FAQs, and documentation for common technical issues.
6. Reporting and Documentation:
   • Track and report recurring issues to management for further investigation.
   • Assist in developing solutions to improve overall customer support processes and reduce repeat problems.

Skills and Qualifications:

• Technical Expertise: Basic knowledge of ICT systems, networks, and software (e.g., Windows, Linux, CRM systems, etc.).
• Problem-Solving: Strong analytical and troubleshooting skills.
• Communication: Excellent written and verbal communication skills to explain technical details clearly to non-technical customers.
• Customer-Oriented: Patient, empathetic, and focused on delivering positive customer experiences.
• Time Management: Ability to manage multiple queries and prioritize issues effectively.
• Teamwork: Ability to work collaboratively within the customer service and technical teams.

Preferred Qualifications:

• Education: Degree or diploma in Information Technology, Computer Science, or a related field.
• Experience: Previous experience in customer support or technical assistance (1-3 years preferred).
• Certifications: ITIL, CompTIA A+, or similar certifications are an advantage.

Job Environment:

• Fast-paced, may require handling multiple customer queries simultaneously.
• Primarily office-based, with remote or on-site support depending on the company.

IT Technician Responsibilities:

• Installing and configuring hardware and software components to ensure usability.
• Troubleshooting hardware and software issues.
• Ensuring electrical safety standards are met.
• Repairing or replacing damaged hardware.
• Upgrading the entire system to enable compatible software on all computers.
• Installing and upgrading anti-virus software to ensure security at the user level.
• Performing tests and evaluations of new software and hardware.
• Providing support to users and being the first point of contact for error reporting.
• Establishing good relationships with all departments and colleagues.
• Conducting daily backup operations.
• Managing technical documentation.

IT Technician Requirements:

• Bachelor's degree in computer science or related field.
• 1+ years of experience in computer networks and systems maintenance.
• Excellent written and verbal communication skills.
• Good interpersonal skills.
• Proficient in database programming and software installation.
• Attention to detail.
• Good problem-solving skills.

Sample account manager job description

​At M Mobile Lab Limited client relationships are our top priority. We’re looking for a dedicated and personable account manager to maintain client accounts and serve as our main point of contact. The ideal candidate will have a passion for helping others and a drive for providing exceptional customer service. Applicants should also be proficient with audits, spreadsheets, and other productivity software. Apply today and help us build meaningful, long-lasting relationships that move our business forward.

Objectives of this role

• Serve as the main point of contact in all matters related to client concerns and needs
• Build and strengthen client relationships to achieve long-term partnerships 
• Maintain accurate client records, keeping track of any contract updates and renewals
• Work with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being met
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients

Responsibilities

• Handle inquiries and requests from customers and address their needs
• Stay on top of accounts, making sure they receive services that are within their budget and meet their needs
• Meet regularly with other team members to discuss progress and find new ways to improve business
• Generate progress reports for clients and senior leaders within the organization
• Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly

Required skills and qualifications

• Internship or professional experience in a sales or customer service role
• Ability to multitask and juggle several responsibilities simultaneously
• Strong written and verbal communication skills 
• Excellent organizational skills and attention to detail

Preferred skills and qualifications

• Proven track record of meeting or exceeding quotas and receiving positive customer feedback
• Proficiency with common customer success and customer relationship management software, such as Gainsight and Salesforce
• Professional certification (ex: from Strategic Account Management Association)