Job Overview
We are seeking a proactive and detail-oriented Support Desk Executive to join our support team and manage client requests through our website maintenance ticketing system. The role involves handling technical and non-technical support queries, coordinating with internal teams, and ensuring timely resolution of client issues.
Key Responsibilities
- Monitor and manage incoming support tickets via the support desk system
- Respond to client queries related to website maintenance, updates, bugs, and general support
- Troubleshoot basic website issues (content changes, layout issues, broken links, etc.)
- Escalate complex technical issues to developers or relevant teams with clear documentation
- Track ticket progress and ensure timely resolution according to service standards
- Communicate updates and resolutions clearly and professionally to clients
- Maintain accurate records of issues, actions taken, and resolutions
- Assist in improving support workflows and documentation
- Ensure a high level of customer satisfaction at all times
Required Skills & Qualifications
- Proven experience in a support desk, helpdesk, or customer support role
- Basic understanding of websites, CMS platforms (such as WordPress), and hosting environments
- Strong written and verbal communication skills
- Ability to manage multiple tickets and prioritize tasks effectively
- Good problem-solving and troubleshooting skills
- Familiarity with ticketing systems and customer support tools
- Attention to detail and strong organizational skills
Preferred Qualifications
- Experience supporting website maintenance or digital agency clients
- Basic knowledge of HTML, CSS, or website performance issues
- Experience working with SLA-based support environments