Technical Support Representative
6 days ago
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Description
• Installs, modifies, and makes minor repairs to computer hardware and software systems. • Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity. • Maintains system functionality by testing computer components. • Helps design and implement networks. • Consults with users to determine appropriate hardware and software needs and assists in placing orders. • Maximizes computer systems capabilities by studying technical applications and making recommendations. • Tests compatibility of new programs with existing ones. • Gathers data to identify and evaluate technical purchasing options. • Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications. • Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs. • Installs software and necessary applications for workflow. • Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers. • Maintains system capability by testing computer components. • Carries out software, network, and database performance tuning. • Documents hardware and software updates. • Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies. • Prepares reference material for users by drafting operation instructions
Requirements
• 2+ years of technical support experience: Preferably supporting customers via email and chat. • Experience in providing technical support: installing and uninstalling apps from phones and computers. • General knowledge of how web-based and mobile apps work. • Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations. • Ability to thrive in a dynamic and evolving environment – must be adaptable. • Metrics-driven and proven ability to handle a high volume of customer interactions. • Strong conflict resolution skills and even temperament in challenging situations. • Native or near-native written and spoken English. • Ability to properly understand and convey tone via written communications. • Creative problem-solving skills. • Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations. • Loads of empathy – you genuinely care! • Proactive attitude and ability to work with limited supervision.
Benefits
• Flexible work schedule • Passion for Customer Experience • A proven ability to work remotely as part of a team but also with little direction is highly desired.
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