About the Role
Requirements
Overview:
The Technical Support role is vital to the organization as it is responsible for providing technical assistance and support to internal and external customers. This position plays a key role in maintaining customer satisfaction and contributing to the overall success of the company by ensuring that technical issues are resolved efficiently and effectively.
Key Responsibilities:
Responding to customer inquiries and providing technical support via phone, email, or in person
Diagnosing and resolving technical hardware and software issues
Documenting and tracking customer interactions and issue resolution in a CRM system
Collaborating with other teams to escalate and resolve complex technical issues
Creating and updating knowledge base articles to facilitate customer self-service
Assisting in product testing, quality assurance, and product documentation
Training customers on how to use and troubleshoot software and hardware products
Staying up-to-date with product developments and learning new technologies
Participating in on-call rotations for after-hours support
Ensuring customer satisfaction through effective communication and timely issue resolution
Required Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or related field
Proven experience in a technical support or help desk role
Strong understanding of computer systems, mobile devices, and other tech products
Excellent problem-solving and analytical skills
Ability to communicate effectively with technical and non-technical individuals
Experience with CRM systems and ticketing platforms
Knowledge of networking, operating systems, and software applications
Ability to multitask and prioritize in a fast-paced environment
Certifications such as CompTIA A+, Microsoft Certified Professional, or equivalent
Prior experience in customer service and support
Strong attention to detail and organizational skills
Flexibility to work shifts and weekends as needed
Ability to work independently and as part of a collaborative team
Familiarity with remote desktop applications and remote support tools
Understanding of ITIL framework and best practices
About the Company