Technical support specialist
1 week ago
Responsibilities
Working in the team of Technical Support Associates and performing well.
Research and identify solutions to software queries.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Track computer system issues through to resolution, within agreed time limits.
Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical/non-technical query.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate solutions.
Ensure all issues are properly logged.
Prioritize and manage several open queries at one time.
Prepare accurate and timely reports for yourself and team.
Document technical knowledge in the form of notes and manuals.
Maintain jovial relationships with clients.
Qualifications
1-2 years of proven experience in the field of technical support.
Ability to diagnose and troubleshoot basic technical queries.
Familiarity with remote desktop applications and help desk software.
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal.
Understanding of how API works.
Good to have basic accounting knowledge.
Benefits
Flexible Work hours.
Flat Organisation Structure.
Contribute to the growth of the product.
Health and Skill Development benefits.
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