FSD Integrated Support Agent - TSC - Remote

Overview

The FSD Integrated Support Agent is responsible for providing first and second-level technical support to clients through phone and email, ensuring efficient resolution of issues and maintaining a high standard of customer service.

In Short

• Provide technical support via phone and email.
• Identify and resolve client issues effectively.
• Document all case activities in the ticketing system.
• Participate in after-hours on-call support as needed.
• Assist with training and cross-training of technicians.
• Handle escalated issues and participate in conference calls.
• Suggest improvements for departmental efficiency.
• Follow internal procedures and standard operating procedures.
• Maintain daily follow-up on cases.
• Commit to continuous improvement and feedback.

Requirements

• 1-2 years of call center experience, technical support preferred.
• Strong knowledge of PC and Internet troubleshooting.
• Excellent problem-solving and analytical skills.
• Advanced English language skills (85% or above).
• Proven job stability with long-term work relationships.
• Ability to pass pre-employment screening.

Benefits

• Focus on DEI, work/life balance, and development.
• Award-winning workplace culture.
• Opportunities for volunteering and recognition.
• Supportive and inclusive work environment.
• Access to a diverse workforce and innovation practices.