HIKINEX is looking for a Customer Care Representative to join our service desk team. You will be the first point of contact for our customers, responsible for handling inbound communications, triaging technical issues, and ensuring a positive support experience.

What You'll Do

Handle incoming calls to the service desk, averaging 15 to 20 per day.
Triage reported issues to advise and direct our service technicians.
Document customer issues and requests in our ticketing system.
Interact with customers via email, live chat, and other communication channels.
Provide clear information about our services and accurately intake service requests.
Respond to customer concerns and complaints professionally.
Schedule appointments and dispatch for our technical staff.
Perform service and project status reporting using our dashboards.

What We're Looking For

A High School Diploma.
1-2 years of relevant customer service or support experience.
Strong and professional verbal communication skills with an ability to listen attentively.
Professional writing skills with correct grammar, spelling, and punctuation for email and live chat.
Ability to address questions and complaints in a friendly and professional manner.
Skill in creating and maintaining positive relationships with a diverse range of people.
Patience and politeness, especially when dealing with difficult customers.
Ability to analyze situations, investigate problems, and determine solutions.
A genuine passion for helping others and a drive to provide outstanding service.