International Technical support - Hiring

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