Technical Support Level 1
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Job Description
Technical Support Agent supporting Information Technology & Services customers via phone, email, and chat. Diagnosing issues, resolving problems, and documenting knowledge base articles remotely.
Responsibilities:
- Providing support via phone, email and chat
- Taking an active role in customer-reported issues and seeing problems through to resolution
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
- Following standard procedures for proper escalation of unresolved issues through the appropriate internal channels
- Using available information to provide prompt, accurate, and smart support to customers
- Learning the tracking system to record customer interactions and closure of all issues
- Documenting instructions and information for internal and external use in knowledge base articles
Requirements:
- Holder of a Business degree
- Excellent written and verbal English communication skills (Native Level)
- Proven work experience as Customer Support, Technical Support or similar role
- Good troubleshooting and time management skills
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Strong listening and analytical skills
- Ability to work under pressure and organize priorities to meet deadlines
- Highly organized with strong attention to detail
- Ability to troubleshoot and fix issues when they occur
- Ability to work autonomously and also as part of a team
Benefits:
- Class A Insurance
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