Role Purpose
The Service Desk Agent is responsible for providing first-level support to end users of IT services. This includes answering phone calls, responding to emails & Chats, and resolving technical issues. The ideal candidate will have strong customer service skills, technical aptitude, and the ability to work independently and as part of a team.
Scope of Work
- Answer phone calls, Chats, and emails from end users with technical issues.
- Troubleshoot and resolve technical issues.
- Escalate issues to the appropriate level of support as needed.
- Document all customer interactions in the ticketing system.
- Maintain a high level of customer satisfaction.
- Keep up to date on new IT products and services.
- Collaborate with other members of the IT team to resolve complex issues.
- 9 hours per days
- 5days per week including PH and weekends.
- Earliest working time 5am
- Latest working time 10pm
- Shift changes monthly between teams.
- Support for Korea & Europe retails stores (hardware and software devices in a store)
Requirements
- Degree in IT or related field.
- Fluent in English & Korean (TOPIK Level 5 or 6)
- 1-2 years of experience in a customer service or technical support role.
- Fresh graduates encouraged to apply
- Strong customer service skills.
- Technical aptitude.
- Ability to work independently and as part of a team.
- Excellent written and verbal communication skills.
- Proficient in Microsoft Office Suite.
- Preferable with ITIL foundation certification - Added Advantages
