About the job
We are seeking a dedicated Technical Support Representative to provide exceptional service and support to our valued end-users. Your primary responsibilities will include:
- Utilizing automated call distribution software to assist customers through remote connections or the Internet.
- Engaging with customers to address inquiries, concerns, and requests regarding our products and services.
- Collecting customer information to diagnose issues by assessing symptoms.
- Troubleshooting and resolving technical issues related to hardware, software, internet connectivity, email clients, IPTV, VOIP, and more.
- Conducting research to find necessary information using available resources.
- Following standard operating procedures to ensure consistent service.
- Identifying and escalating priority issues according to client specifications.
- Directing problems to the appropriate resources for resolution.
- Accurately processing and recording call transactions using designated tracking software.
- Providing alternative solutions where applicable to retain customer loyalty.
- Effectively communicating ideas and information to various audiences.
- Following up with customers as necessary and scheduling callbacks.
- Staying updated on system information, changes, and updates.

