Role Overview

The Service Delivery Chat Support provides real-time, chat-based technical support to end users in a high-volume, enterprise environment. The role is primarily chat-driven and requires the ability to manage multiple concurrent conversations while delivering accurate, professional, and timely resolutions.

This is a frontline support role focused on incident resolution, service request handling, and customer experience, operating within defined L1 scope and governed by standard operating procedures and performance metrics.

Core Responsibilities

· Provide first-line technical support primarily via chat, supporting multiple concurrent users as required.

· Diagnose and resolve issues using chat and approved remote support tools.

· Maintain clear, professional, and courteous written communication throughout each interaction.

· Accurately document incidents, actions taken, and resolutions during or immediately a...