Senior IT Customer Support

About the role

The Senior IT Customer Support professional provides first‑level technical assistance to customers using the company’s software applications, systems and related IT services. The role focuses on resolving inquiries quickly while maintaining high customer satisfaction and adhering to service level agreements.

Key responsibilities

• Respond to customer inquiries via phone, email, ticketing system or chat.
• Provide first‑line support for software, hardware and network‑related issues.
• Guide users through troubleshooting steps and system usage procedures.
• Perform basic system configuration, user account management and assist with application testing after issue resolution.
• Maintain accurate records of interactions, create and update user guides, FAQs and support documentation.
• Prepare periodic reports on support activity and issue trends.
• Identify recurring problems and recommend preventive solutions.
• Collaborate with development and infrastructure teams to improve system performance and ensure SLA compliance.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field.
• Experience in customer support or help‑desk environments is an advantage.
• Professional proficiency in written and spoken English.
• Basic understanding of computer networks, operating systems, databases and web applications.
• Familiarity with ticketing systems and troubleshooting processes.
• Strong analytical, problem‑solving, communication and interpersonal skills.
• Proven experience managing and supporting clients and collaborating with cross‑functional teams.

Required skills

• Database query
• Ticketing systems
• Troubleshooting
• Operating systems
• Computer networks
• Web applications