ICT Customer Service Rep
Kingston,
Jamaica
Kingston,
Jamaica
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:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.