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Customer Support Assistant




Primary Purpose:  Answering incoming calls from customers whilst responding to various inquiries, managing complaints, troubleshooting significant customer problems, and providing general information upon request. 


  • Answering incoming calls and responding to customer’s emails
  • Assisting in quotes
  • Managing and resolving customer complaints
  • Identifying and escalating issues to technical coordinator
  • Providing product and service information to customers
  • Researching required information using available resources
  • Researching, identifying, and resolving customer complaints using applicable software
  • Route calls to appropriate resources
  • Inputting all call information on Epicor according to standard operating procedures
  • Following up customer calls where necessary
  • Upselling products and services
  • Completing call logs and reports
  • Taking care of on call roster and follow up call agent reports
  • Help maintain information to ensure service calls are completed and billed accurately
  • Maintaining and promoting a positive attitude toward customers and fellow employees regardless of the circumstances
  • Filing and scanning documents where necessary
  • Other duties as assigned



  • Proficient in relevant computer applications
  • 1 year of experience in a call centre environment
  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situation appropriately
  • Preferably having some technical background or Experience in aftersales role