Help Desk Support Specialist (Hybrid)

About the role

The Level 1 Help Desk Support Specialist provides first‑line technical assistance to Feuji’s software clients. Working in a hybrid model, you will handle inbound requests via phone, chat, and ticketing systems, ensuring timely and professional communication while maintaining high customer satisfaction.

Key responsibilities

• Deliver Level 1 technical support through phone, chat, and email.
• Manage and respond to support tickets in JIRA.
• Perform password resets and troubleshoot account access issues.
• Assist users with file navigation and basic platform functionality.
• Guide customers through standard troubleshooting steps.
• Escalate complex issues to the Level 2 support team in India.
• Document all interactions clearly in the ticketing system.
• Update knowledge‑base documentation as needed.

Required profile

• Strong customer‑focused communication skills.
• Ability to follow documented procedures and service‑level agreements.
• Team player who collaborates with internal teams for smooth issue handoff.
• Attention to detail and accurate record‑keeping.

Required skills

• Experience with JIRA or similar ticketing platforms.

What we offer

• Hybrid work arrangement.
• Opportunity to support a growing client base.
• Professional development through interaction with a global support team.