Customer Service Representative

The Role

This position is responsible for providing first-level support by triaging, managing, and resolving assigned service cases in accordance with EXEO Global and customer Service Level Agreements (SLAs). The role requires working on a rotating roster to support a 24x7 operation, ensuring timely response, effective case management, and high-quality customer service.

Key Responsibilities

• Manage support cases assigned by the Queue Manager and ensure resolution within agreed Service Level Agreements (SLAs).
• Provide timely customer updates and maintain accurate, complete case documentation.
• Perform first-level troubleshooting using remote diagnostic tools, standard procedures, and knowledge base resources.
• Handle call-home alerts, remote hands requests, and technical incidents, escalating when required.
• Follow established case management processes and escalation procedures.
• Coordinate Field Engineers, subcontractors, and spare parts to meet service commitments.
• Collaborate with L2, L3, SMEs, Supply Chain, and other support teams to resolve cases efficiently.
• Maintain professional communication with customers, vendors, and internal stakeholders.
• Share knowledge, support team development, and contribute to process improvements.
• Attend required training and perform other assigned duties.

Required Competencies

• Customer Focus: Deliver timely, professional, and high-quality customer support.
• Attention to Detail: Ensure accurate documentation and SLA compliance.
• Problem Solving: Effectively triage, diagnose, resolve, and escalate technical issues.
• Communication: Communicate clearly and professionally with customers, colleagues, vendors, and management.
• Teamwork: Work collaboratively across technical, operations, and logistics teams.
• Documentation: Maintain accurate and complete case records throughout the support lifecycle.
• Adaptability: Quickly learn new technologies, tools, and processes.
• Critical Thinking: Prioritize workload, make sound decisions, and manage multiple cases effectively.
• Continuous Improvement: Recommend and support process and service improvements.
• Professionalism: Demonstrate reliability, accountability, good judgement, and consistent performance.

Skills & Experiences

• Diploma or Bachelor's Degree in Information Technology, Engineering, Computer Science, or a related discipline is preferred.
• Fresh graduates are encouraged to apply. Candidates with up to 1 year of experience in a customer-facing technical support, NOC, or Service Desk environment will have an added advantage.
• Previous experience working in an IT Service Management (ITSM), Service Desk, or ticket coordination environment is preferred.
• Hands-on experience with Salesforce, Zendesk, or similar ticketing and CRM platforms is preferred.
• Experience using 8x8 Softphone or other enterprise VoIP/call management systems is an advantage.
• Exposure to supporting global customers and working within SLA-driven support operations is preferred.
• ITIL Foundation certification is an advantage.
• Strong verbal and written communication, interpersonal, organizational, and customer service skills.
• Proficient in Microsoft Office applications and general computer and internet-based tools.
• Ability to work independently, prioritize multiple tasks, and perform effectively in a fast-paced, customer-focused environment.