We are seeking a dedicated and proactive ICT Customer Support Officer to join our dynamic IT team at Freelancer.com. In this role, you will be the first point of contact for our users, responsible for providing high-quality support, troubleshooting, and technical assistance. The ideal candidate is customer-focused, detail-oriented, and skilled in problem-solving, helping users get the most out of their technology solutions. You will be responsible for resolving a variety of technical issues and queries while maintaining a high standard of customer service.Key Responsibilities:Act as the primary point of contact for all ICT-related inquiries, issues, and requests from users.Guide and assist users in understanding and effectively using their devices, applications, and systems.Provide first-level and second-level support and troubleshoot a variety of technical issues related to hardware, software, networks, and other IT services.Escalate unresolved issues to the appropriate internal teams and follow up to ensure a prompt resolution.Assist users with their technical problems, including troubleshooting software and platform issues.Log, monitor, and update service requests in the ticketing system, ensuring accurate documentation and efficient resolution times.Participate in ICT projects and contribute to improving service delivery and user satisfaction.Identify, document, and escalate any software bugs and improvement opportunities to the technical teams.Actively participate in team meetings, contributing to improving processes and overall customer satisfaction.Keep up-to-date with company ICT policies, procedures, and security protocols to provide accurate information and guidance to users.Requirements:Diploma or higher qualification in Information Technology, Computer Science, or a related field.Proven experience in a customer support or ICT support role.Strong knowledge of Windows, macOS, and basic networking concepts.Strong troubleshooting and problem-solving abilities.Exceptional English communication skills - both written and verbal.Familiarity with common helpdesk software and ticketing systems.Ability to work well under pressure and manage multiple priorities.Excellent problem-solving and communication skills, with the ability to explain technical information to non-technical users.Detail-oriented and a fast learner.Ability to work independently as well as part of a team.A proactive and customer-focused approach, with a commitment to delivering high-quality service.If you're passionate about technology and enjoy helping people, we'd love to hear from you! Join us as an ICT Customer Support Officer and be an essential part of our team, driving better solutions and experiences for our users.
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