1. Customer Interaction & Support

• Provide technical assistance to customers via phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues on client systems.
• Offer step-by-step guidance to users of varying technical abilities.
• Document and track customer issues, resolutions, and follow-ups in the support ticketing system.
• Escalate complex issues to appropriate departments or senior technical staff when necessary.
• Monitor system performance and provide necessary information to related departments.
• Conduct remote desktop sessions to assist users with their technical problems.
• Update and maintain knowledge base articles and support documentation.
• Recommend hardware and software solutions based on clients technical needs.
• Collaborate with team members to improve customer satisfaction and service efficiency.
• Perform regular system updates, patches, and maintenance tasks as needed.
• Participate in training sessions to stay current with new technologies and support tools.
• Analyze user issues to identify common problems and develop preventive solutions.
• Provide after-hours support as part of an on-call rotation schedule.
• Assist with onboarding and training of new employees regarding technical systems and processes.
• Maintain software licensing and inventory records.
• Configure and deploy new hardware and software for clients.
• Conduct follow-up calls with customers to ensure issues are fully resolved.
• Gather feedback from customers to improve support processes and tools.
• Maintain a high level of professionalism and customer service standards in all interactions.

2. Operational Support & Process Optimization

• Monitor and manage daily operations to ensure they align with organizational objectives.
• Identify areas for improvement and implement effective strategies to optimize processes.
• Coordinate with different departments to ensure seamless communication and collaboration.
• Manage day-to-day operational activities, such as inventory management, logistics, and supply chain operations.
• Supervise a team of operational staff, providing guidance and support as needed.
• Oversee the implementation of new systems or technologies to streamline operations.
• Conduct regular performance reviews to assess the effectiveness of operational strategies.
• Ensure compliance with regulatory standards and company policies.
• Analyze data and generate reports to track key performance indicators.
• Identify risks and develop contingency plans to mitigate potential disruptions.

🛠️ Essential Skills

• Technical Proficiency: Familiarity with CRM software, Microsoft Office Suite, and troubleshooting tools.
• Communication: Clear and effective verbal and written communication.
• Problem-Solving: Ability to analyze issues and find appropriate solutions.
• Empathy & Patience: Understanding customer concerns and addressing them calmly.
• Multitasking: Managing multiple tasks simultaneously in a fast-paced environment.
• Time Management: Prioritizing tasks to meet deadlines and service level agreements.
• Analytical Thinking: Evaluating operational processes and identifying areas for improvement.
• Leadership: Guiding and motivating teams to achieve operational goals.
• Adaptability: Adjusting to changing operational needs and customer expectations.

🎓 Qualifications

• Education: High school diploma or equivalent; Bachelors degree preferred.
• Experience: 1–2 years in customer service or operations roles.
• Certifications: Training in customer service or operations management is a plus.

📍 Career Path & Growth

• Entry-Level: Technical Support Executive – Voice / Blended
• Mid-Level: Senior Technical Support Executive / Operations Associate
• Advanced Roles: Technical Support Manager / Operations Manager

About company

Startek is a global provider of Customer Experience (CX) management solutions, offering services like omnichannel CX, digital transformation, and enterprise technology services. They serve a wide range of industries, from Fortune 500 companies to startups. Startek employs over 40,000 CX experts across 13 countries, both in-center and via work-from-home options, ensuring global reach and local connection.