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About the Role:
We are looking for a motivated and customer-oriented Technical Support Representative to join our team. As an entry-level position, this role is perfect for individuals interested in starting a career in IT support, troubleshooting, and customer service. You will be responsible for providing assistance to customers who experience technical issues with our products or services, helping to resolve their concerns through phone, email, or chat support.
No prior experience is required, and we will provide comprehensive training. This is an excellent opportunity for someone who enjoys problem-solving, has a strong interest in technology, and is eager to develop their technical skills in a professional environment.
Key Responsibilities:
- Customer Support: Respond to customer inquiries and troubleshoot technical issues related to our products or services via phone, email, or live chat.
- Issue Diagnosis & Resolution: Identify and diagnose technical problems by gathering information, running diagnostic tests, and providing step-by-step guidance to customers to resolve their issues.
- Escalation Management: For issues that cannot be resolved at the Tier 1 level, escalate problems to higher-level technical teams or supervisors, ensuring clear communication about the issue and any troubleshooting steps taken.
- Documentation: Accurately document customer issues, troubleshooting steps, and resolutions in the support ticketing system to maintain clear records and assist future support efforts.
- Product Knowledge: Learn and stay updated on product features, system specifications, and common troubleshooting practices to provide accurate and effective solutions.
- Customer Follow-up: Follow up with customers to ensure their issues were resolved satisfactorily and to provide further assistance if needed.
- Internal Collaboration: Work with other departments, such as product development or engineering teams, to relay customer feedback, report issues, and assist with ongoing product improvements.
Qualifications:
- Education & Experience:
- High school diploma or equivalent required.
- No prior technical support experience is necessary—training will be provided.
- Previous experience in customer service or call center roles is a plus but not required.
- Skills & Abilities:
- Excellent communication skills (both written and verbal) with the ability to explain technical information in a clear, easy-to-understand manner.
- Basic technical knowledge of computer systems, software applications, and troubleshooting concepts.
- Strong problem-solving skills and the ability to stay calm under pressure when handling technical issues.
- Comfortable using computers, navigating support software, and learning new systems or technologies.
- Detail-oriented with good organizational skills for managing support tickets and customer interactions.
- Desirable Attributes:
- Interest in technology and a desire to expand your technical knowledge.
- Empathetic and patient when assisting customers with complex or frustrating issues.
- Ability to work independently as well as part of a team.
- Positive attitude with a customer-first mentality.
What We Offer:
- Training & Development: Comprehensive training on troubleshooting techniques, customer support best practices, and technical product knowledge. Opportunities for certifications in IT or technical support.
- Career Growth: Clear opportunities for career advancement within the technical support or IT departments. Progression to more senior support roles or other technical positions.
- Supportive Work Environment: A collaborative, team-oriented atmosphere where you'll have access to mentorship and support from experienced colleagues.
- Benefits: Competitive salary and benefits package, including health insurance, paid time off, and more.
If you’re passionate about technology, enjoy helping others, and are looking for an entry-level role where you can learn and grow, we encourage you to apply for the Technical Support Representative position.
