CSAT Agent (Helpdesk Support)

We are seeking a proactive and detail-oriented CSAT Agent to support helpdesk operations during an upcoming decommission phase. The ideal candidate will have a strong background in helpdesk support, ticket management, communication, and customer satisfaction handling. This is a critical role that requires strong organizational skills and the ability to thrive in a fast-paced environment.

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Key Responsibilities

• Serve as the primary point of contact for helpdesk support during the decommission period.
• Log, track, and resolve end-user issues with accuracy and urgency.
• Escalate complex issues to the appropriate technical teams and ensure thorough follow-up until closure.
• Maintain detailed and accurate records of helpdesk interactions and prepare daily/weekly reports.
• Ensure all tasks comply with organizational standards, SLAs, and quality guidelines.
• Support continuous improvement of helpdesk workflows and user experience.

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Required Skills & Experience

• Proven experience in helpdesk, service desk, or support coordination roles.
• Strong communication skills (written + verbal) with the ability to interact professionally with end users and internal teams.
• Excellent organizational and multitasking capabilities.
• Hands-on experience with ticketing systems (ServiceNow, Jira, Zendesk, Remedy, etc.).
• Familiarity with IT support processes, troubleshooting procedures, and escalation workflows.
• Ability to remain calm, focused, and customer-centric in a dynamic, fast-paced environment.

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Preferred Skills (Nice to Have)

• Prior experience supporting IT decommission or migration projects.
• Basic understanding of ITIL framework or IT support best practices.
• Ability to generate structured reports via Excel, ServiceNow, or similar tools.