We are seeking a professional and dynamic Problem-Solver in the field of Technical Support Executive resources.
This position demands suitable personnel to manage and carry out the roles and responsibilities independently.
Responsibilities
• Research and identify solutions to software issues. • 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 databases 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.