About the role
- Working in the team of Technical Support Associates and performing well.
- Research and identify solutions to software queries.
- 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/non-technical query
- 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 solutions
- Ensure all issues are properly logged
- Prioritize and manage several open querries at one time
- Prepare accurate and timely reports for yourself and team.
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Requirements
- -3 years of proven experience in technical support
- Ability to diagnose and troubleshoot basic technical queries
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Understanding of how API works.
- Good to have basic accounting knowledge.
Benefits
- Flexible Work hours
- Flat Organization Structure
- Contribute to the growth of the product
- Health and Skill Development benefits