🪄 Skills: Communication SkillsAnalytical SkillsCollaborationMicrosoft Excel
Requirements:
Proficient with or the ability to quickly learn an array of computer hardware and software.
Thorough understanding of computer software and hardware, including desktop computers, network devices, and peripherals.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Professional and pleasant telephone manner.
Ability to explain technical issues to technical and nontechnical customers.
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Willingness to have telephone conversations monitored for quality assurance.
Associate's degree in Computer Science or related field preferred.
2+ years of experience in customer technical support preferred.
Responsibilities:
Identify, investigate, and resolve customer questions or problems with computer software and hardware.
Provide email, chat, and telephone support to end-users experiencing technical difficulties.
Apply knowledge of computer software, hardware, and procedures to solve problems.
Guide users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
Identify and escalate support situations requiring urgent attention.
Track and route support requests via computerized ticketing system; thoroughly document resolutions.
Stay current with product upgrades, system information, and business updates.
Collaborate with other team members to research and resolve problems.