Client Care Officer
Core
First-line technical support for customers and partners regarding security solutions, providing remote assistance via phone and writing.
Role type
Client Care Officer (Technical Support)
Builds
Efficient remote support for security solution customers
Domain
Security technology / IT Support
Required skills
Technical problem-solving, remote system connection, troubleshooting, ticket management, system/code modification, internal documentation usage
Preferred skills
Customer service experience, interest in technology and security solutions
Technologies
Ticketing systems, internal procedures, FAQs, technical documentation
Responsibilities
Provide first-line technical support by phone and in writing, Connect remotely to customer systems to analyse and resolve technical issues, Perform troubleshooting and identify appropriate solutions, Carry out remote technical and administrative interventions, Handle customer requests, incidents and activations according to priority, Create, update and follow up tickets until resolution, Escalate complex issues to appropriate technical teams
Seniority
Entry-level to Junior