Department: Customer Service / IT Support

Reports To: Customer Support Manager or Operations Manager

Position Overview
Ztech Consultancy is seeking a dedicated and customer-focused Customer Support Specialist to join our growing team. The successful candidate will be responsible for assisting clients with technical inquiries, resolving product or service issues, and ensuring a high standard of customer satisfaction.

This role requires strong communication skills, attention to detail, and the ability to troubleshoot and resolve customer concerns efficiently and professionally.

Key Responsibilities
Serve as the primary point of contact for customers via email, phone, or chat.
Respond promptly to client inquiries and provide accurate information about products and services.
Diagnose and troubleshoot basic technical issues or escalate complex cases to the appropriate team.
Maintain records of customer interactions, issues, and resolutions in the support system.
Follow up with customers to ensure their technical issues are fully resolved.
Collaborate with internal teams to improve processes and customer experience.
Provide feedback to the development or operations team regarding recurring issues or client needs.
Ensure customer satisfaction and maintain a professional tone in all communications.
Qualifications & Skills
Diploma or Degree in Information Technology, Business Administration, or a related field.
Proven experience in customer service, helpdesk, or technical support (IT industry preferred).
Excellent verbal and written communication skills.
Strong problem-solving and multitasking abilities.
Proficient with customer service software, ticketing systems, or CRM tools.
Ability to work independently and handle multiple inquiries efficiently.
Patience, professionalism, and empathy when dealing with clients.
Preferred Attributes
Experience working in an IT or consultancy environment.
Basic understanding of networking, software troubleshooting, or cloud-based tools.
A proactive approach to identifying and solving problems.
Salary & Benefits
Competitive salary based on experience.
Performance review after 7–12 months with possible salary adjustment.
Opportunities for growth and professional development.
Supportive and collaborative work environment.