Technical Support

Key Skills: Technical Support, Windows Support, Server Support, Networking

Roles and Responsibilities:

• Serve as the first point of contact for technical assistance via phone, email, or chat
• Diagnose and resolve technical issues while investigating root causes
• Escalate complex issues to higher-tier support teams and track them to resolution
• Document customer interactions in the support ticketing system
• Clearly communicate technical solutions, adapting to customers' proficiency levels
• Maintain a positive and empathetic customer experience
• Keep customers informed about issue status and follow-up actions
• Seek feedback for continuous improvement of processes and customer experience
• Develop a foundational understanding of Company's products and services
• Stay updated on product changes and common technical issues
• Collaborate with colleagues and higher-tier teams to resolve issues promptly
• Share insights to identify product improvements or training needs
• Contribute to the knowledge base by documenting solutions and best practices

Skills Required:

• 2+ years of experience in a technical support role
• Strong understanding of networking concepts, computer hardware, OS, and software applications
• Excellent technical troubleshooting skills in dynamic environments
• Exceptional customer service skills, especially for EMEA/US market clients
• Proficiency in helpdesk software, ticketing systems, or CRM tools is beneficial
• Effective communication skills, both written and verbal
• Ability to multitask in a fast-paced environment with evolving priorities
• Flexibility to work in a 24/7 support environment

Education: Bachelor's degree or higher in IT, Information Systems, Computer Science, or related field