- Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue.
- Actively listen to customers to understand their issues or concerns.
- Interview clients to gather information useful in providing recommendations and solutions to a technical problem & Install, configure, and troubleshoot computer systems, servers, and network issues.
- Ask customers targeted questions to quickly understand the root of the problem
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with Customer to ensure the system is fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Understand very well our systems and be updated with changes done in system frequently.
Work From HomeRotating 8 Hour Shift Schedule 24/7Prepare accurate and timely reportsExperience using remote support toolsProven work experience as a Technical Support services.Excellent understanding of computer systems, mobile devices and other technology toolsExcellent problem-solving and Communication skillsAbility to provide step-by-step technical help, both written and verbalExcellent knowledge in customer experienceOwn Laptop