Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Requirements
Education: BSc/BA in IT, Computer Science or relevant field
Skills:
• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Excellent analytical and problem-solving skills
• Good prioritization skills and be flexible enough to adapt plans
• Ability to explain complex information and technologies in simple terms
• Ability to meet tight deadlines and work under pressure
Ideal Age: 28 – 38