Roles and Responsibilities:
- Provide technical support to customers via voice, addressing their inquiries and resolving issues effectively.
- Troubleshoot technical problems related to software, hardware, and network systems.
- Document and track all customer interactions, issues, and resolutions accurately.
- Analyze support desk data to identify trends, patterns, and areas for process improvement.
- Generate reports and provide insights to management on key performance indicators (KPIs).
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
Skills and Qualifications:
Core Skills:
- Excellent verbal and written communication skills
- Strong problem-solving and analytical abilities
- Solid understanding of computer hardware, software, and networking concepts
- Proficiency in Microsoft Advanced Excel
Soft Skills:
- Ability to remain calm and professional under pressure
- Strong attention to detail and accuracy
- Excellent time management and organizational skills
- High level of patience and customer empathy
