Help Desk Agent

ref code: AGENT26

MSTAT, with over two decades of experience in transforming businesses in the mobile ecosystem, is seeking a dynamic and customer-oriented Help Desk Agent to join its growing Commercial team and support the delivery of innovative and reliable digital communication solutions.
The Help Desk Agent will play a key role in providing first-level support to clients and internal users, ensuring the smooth operation of messaging platforms and digital services while delivering an excellent customer experience aligned with the company’s high standards of reliability and innovation.

Role Overview

The successful candidate will act as a primary point of contact for customer support requests, troubleshooting issues, coordinating with internal departments, and ensuring timely resolution of technical and operational matters. The role requires strong communication skills, problem-solving abilities, and a customer-centric mindset within a fast-paced technology environment.

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Main Responsibilities

Serve as the primary point of contact for assigned clients and internal users, managing day-to-day support requests and inquiries
Provide first-level support for issues related to messaging platforms, digital services, and company solutions
Address client inquiries, incidents, and requests promptly, ensuring timely and effective resolution
Escalate complex technical issues to relevant internal teams and follow up through resolution
Collaborate closely with Sales, Product, and Accounting teams to ensure seamless service delivery
Monitor support tickets and maintain accurate records within CRM and ticketing systems
Track client satisfaction and contribute to the continuous improvement of customer support processes
Assist in identifying opportunities for upselling and cross-selling within existing accounts
Stay informed about industry trends, platform updates, and service enhancements to better support clients

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Key Competencies

Customer-centric mindset
Strong communication and interpersonal skills
Problem-solving and troubleshooting abilities
Organizational and multitasking skills
Ability to manage escalations effectively
Teamwork and cross-functional collaboration
Adaptability in a fast-paced environment

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Required Experience & Qualifications

2+ years of experience in Help Desk, Customer Support, Customer Success, or Account Management roles
Experience in B2B environments, ideally within telecommunications, messaging, or digital services
Bachelor’s degree in Business Administration, Marketing, Information Technology, or related field will be considered a plus
Excellent verbal and written communication skills in English
Proficiency in MS Office applications
Experience working with CRM systems and ticketing tools

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Role Scope & Impact

Direct contribution to customer satisfaction and service quality
Support of daily operations for messaging and digital communication services
Active participation in maintaining strong client relationships
Contribution to operational efficiency and service continuity

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MSTAT Offers

Competitive compensation package
Private health insurance plan (hospital care included)
Monthly meal allowance
Hybrid working model
Continuous learning opportunities
Personalized development plan
In-company events and celebration of company achievements

All applications will be treated with strict confidentiality. All candidates will be contacted and informed about the application process within 5 days. We ensure equal opportunities, treatment, and consideration for all candidates. As part of the MSTAT culture, we respect human rights and foster a diverse, inclusive, and respectful working environment.