Website Kat Solutions

Job Title: Support Helpdesk Executive

Key Responsibilities:
1. Respond to user inquiries and support requests via phone, email, or ticketing system.
2. Troubleshoot and resolve technical issues and escalate complex problems as needed.
3. Provide guidance and assistance to users on software functionality and usage.
4. Document and maintain records of support requests, resolutions, and troubleshooting steps.
5. Coordinate with other support teams and specialists to resolve user issues effectively.

Key KPIs/SLAs:
1. Timeliness of response and resolution to user inquiries and issues.
2. Customer satisfaction ratings and feedback.
3. Accuracy and completeness of support documentation and records.
4. Adherence to support processes and SLAs.
5. Continuous improvement in support skills and knowledge.

Desired Skills, Experience, Qualifications:
1. Bachelor’s degree in information technology, computer science, or related field (preferred).
2. Previous experience in customer support or helpdesk roles.
3. Strong technical aptitude and troubleshooting skills.
4. Excellent communication and customer service skills.
5. Ability to work well under pressure and prioritize tasks effectively.

To apply for this job email your details to hr@katsysmy.com