Jr. Associate-Retail Support

The Junior Associate – Retail Support is responsible for providing first-level technical and customer support to retail customers through phone, email, chat, or ticketing systems. The role focuses on diagnosing and resolving basic technical issues related to internet connectivity, networking, hardware, and software while ensuring timely issue resolution and a high standard of customer service. The incumbent will document support activities, escalate complex issues when necessary, and contribute to maintaining service quality and customer satisfaction.

Key Responsibilities

• Provide first-level technical support to customers through phone, email, chat, or ticketing systems.
• Respond promptly to customer inquiries and resolve basic technical issues within defined service standards.
• Diagnose and troubleshoot internet connectivity, network, software, and hardware-related problems.
• Guide customers through basic installation, setup, and configuration procedures.
• Log, update, and maintain accurate records of customer complaints, service requests, troubleshooting steps, and resolutions.
• Escalate unresolved or complex technical issues to Level 2 or Level 3 support teams with complete documentation.
• Monitor assigned support tickets and ensure timely follow-up until issues are fully resolved.
• Adhere to established Standard Operating Procedures (SOPs), service level agreements (SLAs), and organizational policies.
• Maintain professional communication while delivering a positive customer support experience.
• Coordinate with technical, field support, and other internal teams to facilitate timely issue resolution.
• Contribute to continuous improvement by identifying recurring issues and suggesting process enhancements.
• Perform other support-related duties as assigned by the supervisor.

• Bachelor's degree in information technology, Computer Science, Computer Engineering, Telecommunications, or a related field.
• Fresh graduates are encouraged to apply.
• Internship or academic project experience in networking or customer support will be an advantage.

Technical Competencies

• Basic understanding of computer hardware, operating systems, networking concepts, and internet technologies.
• Knowledge of routers, Wi-Fi configuration, TCP/IP, DNS, DHCP, and broadband services is preferred.
• Familiarity with ticketing/helpdesk systems and CRM software is an advantage.
• Proficiency in Microsoft Office applications.
• Ability to troubleshoot common software, hardware, and connectivity issues.

Behavioral Competencies

• Strong customer service orientation with a professional and courteous attitude.
• Excellent verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Strong attention to detail and documentation skills.
• Ability to work under pressure while managing multiple customer requests.
• Effective teamwork and collaboration skills.
• Willingness to learn new technologies and adapt to changing operational requirements.
• High level of integrity, accountability, and professionalism.

Additional Requirements

• Willingness to work in rotational shifts, including weekends and public holidays, if required.
• Ability to handle customer interactions with patience and empathy.
• Capable of working in a fast-paced support environment while meeting service level targets.