Customer Support Officer

Role Overview

The Customer Support Officer will be responsible for day-to-day management of customer phone, email and ticket requests coming into the Customer Support team. The successful candidate will be responsible for 1st level incident management and troubleshooting.

What You Will Do

• First point of contact: Receiving user inquiries via phone, email or WhatsApp.
• Ticket Logging & Triage: Accurately log, categorise and prioritise tickets based on urgency and business impact within the service desk platform.

Why It Might Be a Fit

• Problem-solving mindset with attention to detail.
• Ability to work under pressure and manage multiple tickets simultaneously.
• Familiarity with ticketing systems (e.g. ServiceNow, Zendesk, Freshdesk).

Requirements

• Problem-solving mindset with attention to detail
• Ability to work under pressure and manage multiple tickets simultaneously
• Familiarity with ticketing systems (e.g. ServiceNow, Zendesk, Freshdesk)
• Strong customer service and communication skills, including with non-technical users
• Professional and effective written and verbal communicator
• Intermediate Excel and MS office skills
• Ability to work independently and as part of a team
• Ability to translate complex technical issues into plain English descriptions
• Experience working in IT support is essential, ideally in a similar business
• Confident at answering the phone

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