Job Duties and Responsibilities :
? Serve as the first point of contact for customers seeking technical assistance over the phone or email
? Responding in a timely manner to service issues and requests via chat, email, or phone
? Setting up accounts for new users
? Repairing and replacing equipment as necessary
? Possibly training more junior staff members
? Perform remote troubleshooting through diagnostic techniques and pertinent questions
? Direct unresolved issues to the next level of support personnel
? Follow-up and update customer status and information
? Pass on any feedback or suggestions by customers to the appropriate internal team
? Identify and suggest possible improvements in procedures
Job Requirements and Qualifications :
? Proven experience as a help desk technician or other customer support role
? Good understanding of computer systems, mobile devices, and other tech products
? Ability to diagnose and resolve basic technical issues
? Proficiency in English
? Excellent communication skills
? Customer-oriented and cool-tempered
? B.Sc/BA in IT, Computer Science or relevant field
? Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
? Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
? A technical, logical thought process
