Job Details
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Job Description
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- 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 IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Job Requirements
Job Requirements:
- Experience as a Client Service Representative.
- Track record of over-achieving quota.
- Strong phone contact handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills.
- Excellent in Microsoft Excel.
- Ability to multi-task, prioritize, and manage time effectively
- College degree in Faculty of computer science or information technology.
- Able to work under stress.
- Experience with remote desktop applications and help desk software.
- Attention to detail and good problem-solving skills.
- Good written and verbal communication.