The Role

This position is responsible for providing first-level support by triaging, managing, and resolving assigned service cases in accordance with EXEO Global and customer Service Level Agreements (SLAs). The role requires working on a rotating roster to support a 24x7 operation, ensuring timely response, effective case management, and high-quality customer service.

Key Accountabilities

Key Responsibilities

Manage support cases assigned by the Queue Manager and ensure resolution within agreed Service Level Agreements (SLAs).
Provide timely customer updates and maintain accurate, complete case documentation.
Perform first-level troubleshooting using remote diagnostic tools, standard procedures, and knowledge base resources.
Handle call-home alerts, remote hands requests, and technical incidents, escalating when required.
Follow established case management processes and escalation procedures.
Coordinate Field Engineers, subcontractors, and spare parts to meet service commitments.
Collaborate with L2, L3, SMEs, Supply Chain, and other support teams to resolve cases efficiently.
Maintain professional communication with customers, vendors, and internal stakeholders.
Share knowledge, support team development, and contribute to process improvements.
Attend required training and perform other assigned duties.

Required Competencies

Customer Focus: Deliver timely, professional, and high-quality customer support.
Attention to Detail: Ensure accurate documentation and SLA compliance.
Problem Solving: Effectively triage, diagnose, resolve, and escalate technical issues.
Communication: Communicate clearly and professionally with customers, colleagues, vendors, and management.
Teamwork: Work collaboratively across technical, operations, and logistics teams.
Documentation: Maintain accurate and complete case records throughout the support lifecycle.
Adaptability: Quickly learn new technologies, tools, and processes.
Critical Thinking: Prioritize workload, make sound decisions, and manage multiple cases effectively.
Continuous Improvement: Recommend and support process and service improvements.
Professionalism: Demonstrate reliability, accountability, good judgement, and consistent performance.

Skills & Experiences

Diploma or Bachelor's Degree in Information Technology, Engineering, Computer Science, or a related discipline is preferred.
Fresh graduates are encouraged to apply. Candidates with up to 1 year of experience in a customer-facing technical support, NOC, or Service Desk environment will have an added advantage.
Previous experience working in an IT Service Management (ITSM), Service Desk, or ticket coordination environment is preferred.
Hands-on experience with Salesforce, Zendesk, or similar ticketing and CRM platforms is preferred.
Experience using 8x8 Softphone or other enterprise VoIP/call management systems is an advantage.
Exposure to supporting global customers and working within SLA-driven support operations is preferred.
ITIL Foundation certification is an advantage.
Strong verbal and written communication, interpersonal, organizational, and customer service skills.
Proficient in Microsoft Office applications and general computer and internet-based tools.
Ability to work independently, prioritize multiple tasks, and perform effectively in a fast-paced, customer-focused environment.

Customer Service Representative