Care Line Support; Outlet

Care Line Support is responsible for resolving and coordinating customer issues related to ESB products. This role requires

Care Line Support is responsible for resolving and coordinating customer issues related to ESB products. This role requires empathy in understanding customer needs, honesty in providing solutions, and agility in responding to customer and team needs while maintaining excellent service quality.

• Courteously provide answers and solutions for technical or non-technical issues related to ESB products via messaging channels or phone calls, ensuring clear, accurate, and customer-focused communication.
• Proactively follow up on open tickets to ensure client satisfaction and build trust through responsive support.
• Handle the ticketing system and track each issue through to closure with accuracy and accountability.
• Manage and coordinate team schedules to provide optimal support coverage and respond effectively to changing operational needs.
• Ensure the team’s quality of service remains aligned with ESB’s service standards and customer expectations.
• Enhance team capabilities, including knowledge sharing, collaboration, and teamwork to deliver better customer support.
• Provide day-to-day reporting to managers and suggest product improvements based on customer feedback and experiences.

• SMK, D3, or Bachelor’s degree in Management, Information Technology/System, or a related field.
• Experience with Hardware, OS (Windows/Linux), and Networking.
• Mid to high technology savviness with the ability to explain complex technical concepts in a simple and easy-to-understand manner.
• Excellent communication and problem-solving skills, with the ability to provide honest and effective solutions.
• Calm and professional demeanor, strong interpersonal skills, detail-oriented, able to work under pressure, and a team player.
• Fast learner with the ability to adapt quickly and manage multiple priorities effectively.
• Strong empathy and customer-oriented mindset.
• Good leadership and coordination skills, with the ability to collaborate and support team success.