Job Overview
The Technical Support Officer will be providing remote support to customers through different channels like web, email, chat, phone and other as needed. They should be able to research, diagnosis, troubleshoot and resolve issues while properly managing customer expectations.
Duties And Responsibilities
- Perform remote customer support.
- Assist with troubleshooting and resolving queries.
- Perform password resets.
- Respond to common errors.
- Providing templated responses for issues/resolutions.
- Configure applications.
- Monitor and maintain the platform and/or software product.
- Maintain effective communication with customers through different channels like web, email, and phone.
- Prioritizing and managing the workflow.
- Maintaining procedural documentation and reports.
- Ability to learn and work on changing technologies.
- Respond to customer calls, emails, and act accordingly regarding issues.
- Establish and maintain good working relationship with customers and other professionals.
Qualifications
- BS/BA degree in a technical field, or equivalent experience.
- Hands on admin experience with Linux and Windows based servers.
- Hands on experience with database and/or big data query languages (i.e, SQL, SPL, LINQ, etc.)
- Knowledge around end-to-end trouble shooting.
- Good knowledge of computer systems.
- Strong analytical approach for diagnosing and troubleshooting to resolve technical problems and issues.
- Strong focus and dedication to customers.
- Effective written and verbal communication and interpersonal skills.
- Demonstrated ability to organize and prioritize tasks and communications to meet resolution times.
