Technical Support Level 1
3 weeks ago
1 to 3 years Relevant Experience
Key Responsibilities:
Customer Support:
- Respond to customer inquiries via phone, email, chat, or ticketing systems.
- Provide clear instructions and guidance to resolve issues promptly.
- Maintain a positive, empathetic, and professional attitude during customer interactions.
Troubleshooting and Problem Resolution:
- Identify and diagnose technical issues related to software, hardware, and network systems.
- Walk users through step-by-step solutions or perform remote troubleshooting.
- Escalate unresolved or complex issues to higher-level support teams as necessary.
System Monitoring and Maintenance:
- Monitor system performance and resolve alerts.
- Perform routine maintenance, updates, and backups as required.
- Document and report recurring issues for further investigation.
Documentation and Reporting:
- Log all support interactions in the ticketing system, including detailed notes on issues and resolutions.
- Create and maintain technical documentation, FAQs, and user guides.
- Provide feedback to the product or development teams to improve functionality.
Training and Education:
- Educate users on system features, best practices, and troubleshooting techniques.
- Assist with onboarding and training new employees or customers.
Qualifications and Skills:
Technical Knowledge:
- Proficiency in working with operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with hardware components, networking concepts, and troubleshooting tools.
- Experience with ticketing systems JIRA
Problem-Solving Abilities:
- Analytical mindset with strong attention to detail.
- Ability to identify and resolve issues quickly and efficiently.
Communication Skills:
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users.
Customer Service:
- Strong interpersonal skills and empathy for customers.
- Ability to remain calm under pressure and handle frustrated users professionally.
Organizational Skills:
- Time management and multitasking capabilities to handle multiple tickets simultaneously.
Preferred Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Prior experience in a technical support role.
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