Customer Support Analyst

Summary of key responsibilities

  • Act as a single point of contact for phone calls and emails from Kenswitch members;

  • Receiving, logging, closing and managing calls from Kenswitch members via telephone and email;

  • Resolving incidents/request at first level as per the stipulated SLAs;

  • Take ownership, follow up, escalate outstanding request/incidents to the relevant technical team or member department’s heads on behalf of the user and communicate progress in a timely manner;

  • Maintain a high degree of customer service for all support queries and adhere to all service management principles;

  • Generate daily, weekly and monthly reports;

  • Monitoring the infrastructure network, user application systems and escalating identified faults to the concerned teams for restoration.

Education levels, Professional qualification and Skills

  • Degree in Information Technology or equivalent from a recognized University;

  • Minimum 1-year experience in a fast pace IT/Financial/Corporate environment handling customer support.

  • Quick learner, articulate in communication, self-initiated, team player, willing to work in shifts.

  • Polite, confident and with a patient personality

  • Passion for Customer Support

  • Knowledge of helpdesk management software and/or ITIL is an added advantage.

How to apply

Candidates' best fit for the role is required to submit an application letter and updated CV to This email address is being protected from spambots. You need JavaScript enabled to view it. by 29th April 2020.