This is an entry-level role designed to build strong foundational support and customer service skills, with structured training and mentorship from senior team members.
Key Responsibilities
Perform L1 triage on incoming tickets — categorize, prioritize, and route issues appropriately
Log all support tickets accurately with clear, complete details
Provide first-response to client queries within agreed SLA timelines
Handle routine service requests (access requests, password resets, standard information queries)
Accept and manage incoming support calls professionally
Escalate complex issues to Senior Support/L2 with clear handover notes
Follow documented processes and knowledge base articles for known issues
Participate in training sessions to build technical and product knowledge over time
Required Skills & Attributes
Strong communication skills — clear, professional verbal and written English (primary requirement)
Good listening skills and a customer-first attitude
Basic computer literacy (MS Office, ticketing tools — Training will be provided)
Willingness to learn technical/banking domain knowledge on the job
Ability to stay calm and organized under pressure
Team player, coachable, and open to feedback
Preferred (Not Mandatory)
Prior internship or 1–2 years of experience in a customer service, helpdesk, or call centre environment
Basic understanding of IT systems or banking/financial services (not required — will be trained)
Diploma/Degree in any field (fresh graduates encouraged to apply)
