Job Details
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Job Description
Primary Objective:
- Offer support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.
Essential Duties and Responsibilities:
- Responding to queries via chat, email, or phone.
- Training other staff members on troubleshooting and diagnosing problems.
- Providing technical assistance for questions and problems.
- Resolving problems with networks and other computer systems.
- Diagnosing system errors and other issues.
- Following up with customers to ensure full resolution of issues.
- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
- Running reports to analyze common complaints and problems.
- Installing or changing software to fix issues.
- Remotely accessing hardware or software for clients to make changes and fix problems.
Miscellaneous
- Prepares and submits periodic reports to his/her managers to update them on all necessary changes and regular reports.
- Assists colleagues to perform similar jobs when necessary.
- Attends meetings and training courses required by his/her management.
- Accepts flexible work schedule necessary for uninterrupted service to company clients and stakeholders.
- Maintains own working area, and materials clean, tidy and in good shape, reports defective materials and equipment to appropriate person within the training center.
- Continuously seeks to endeavor and improve knowledge of own job function is well updated on:
- Property fire, and emergency procedures.
- Company health and safety policies & procedures.
- Company facilities and nearby sights of interest and importance.
- Company standards of operation and procedures.
Job Requirements
Education/Experience:
- University degree.
- Computer literate.
- Minimum three years experience in similar/ related job.
- Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, Familiarity with both PC and Mac Hardware and Software.
- Good Customer Service Skills, Word processing, Spreadsheets, Internet software, E-mail.
- Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience.
- Writing and Editing Skills to aid in writing and updating manuals.
- Experience in software support and how to troubleshoot problems.
Language Ability:
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Math Ability.
Reasoning Ability:
- Ability to apply common sense understanding to carry out instructions.
- Ability to deal with problems involving several concrete variables in standardized situations.
