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Job Description
- Taking ownership of reported customer issues
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Following standard procedures for proper communication of unresolved issues to the appropriate internal teams
- Ask customers targeted questions to quickly understand the root of the problem
- Talk clients through a series of actions, either via phone, email or chat, until the technical issue is solved.
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manual
Job Requirements
- 3+ years of working on the IT sector
- Excellent problem-solving skills
- Excellent communication skills.
