Technical Support Executive

Job Description

Responsibilities :

Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Research and identify solutions to software and hardware issues
Track system issues and resolve them within agreed time limits
Talk to clients either via phone, email, chat or in-person, until you’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their tech systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients
Skills and Qualifications

Proven work experience as a Technical Support Executive or similar role
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software (eg. Zendesk)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field