L1 Support Intern
Job Summary
The Level 1 Customer Service Support Representative is responsible for providing first-line assistance to customers, resolving common inquiries and issues, and ensuring a positive customer experience. The role involves handling customer requests through multiple channels, troubleshooting basic issues, and escalating complex cases. This internship offers hands-on experience in customer support and technical troubleshooting.
Responsibilities
- Respond to customer inquiries via phone, email, chat, and tickets
- Perform basic troubleshooting and assist with account or technical issues
- Escalate unresolved complex cases to Level 2 support
- Maintain accurate support tickets and follow up on cases
Required Skills
- Customer service orientation
- Basic troubleshooting
- Communication skills
- Problem-solving
Job Details
Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, live chat, and support tickets.
- Identify customer needs and provide accurate information, guidance, and solutions.
- Perform basic troubleshooting and follow established support procedures.
- Assist customers with account, product, service, billing, or technical-related inquiries.
- Create, update, and maintain accurate customer support tickets and records.
- Escalate unresolved or complex issues to Level 2 support or the appropriate department.
- Follow up on outstanding cases to ensure timely resolution.
- Maintain a high level of customer satisfaction and professionalism.
- Meet established service-level agreements (SLAs), response times, and performance targets.
- Use knowledge bases, FAQs, and internal resources to resolve customer issues efficiently.
- Identify recurring customer issues and report trends to the relevant team.
- Follow company policies, procedures, and data privacy requirements.