Opsworkx
Posted 1 year ago
About the Role
We are seeking a proactive and customer-focused Technical Support Agent to join our IT support team. In this role, you will be the first point of contact for clients seeking technical assistance. Your primary responsibilities include diagnosing, troubleshooting, and resolving hardware, software, and network issues, as well as providing exceptional customer service to ensure client satisfaction.
Key Responsibilities
- Provide Technical Support:
Respond to customer inquiries via phone, email, or chat to resolve technical issues promptly and effectively. - Diagnose and Troubleshoot Issues:
Identify, research, and resolve technical problems related to hardware, software, applications, and networks. - Document Solutions:
Maintain detailed records of customer interactions, problem descriptions, and resolution steps in the ticketing system. - Escalate Complex Issues:
Escalate unresolved or complex technical problems to higher-level support teams, ensuring a smooth handoff and timely resolution. - Guide Customers:
Provide step-by-step instructions for resolving issues or using software/hardware features effectively. - Update Knowledge Base:
Contribute to internal and external documentation, including FAQs, troubleshooting guides, and training materials. - Monitor Systems:
Use monitoring tools to track the health of IT systems, identify potential issues, and respond proactively to minimize disruptions. - Collaborate with Teams:
Work with cross-functional teams, including engineering, sales, and customer success, to address client concerns and improve products/services.
Requirements
- Education:
High school diploma or equivalent required; associate or bachelor’s degree in IT, Computer Science, or related field preferred. - Experience:
- 1+ years of experience in technical support, IT helpdesk, or a similar role.
- Familiarity with [specific tools, platforms, or industries, as applicable, e.g., Microsoft 365, MacOS, or CRM systems].
- Technical Skills:
- Strong understanding of Windows/Mac operating systems, networking principles, and common software applications.
- Experience with troubleshooting hardware, software, and peripheral devices.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow) is a plus.
- Soft Skills:
- Excellent communication skills, both verbal and written.
- Strong problem-solving and analytical abilities.
- Patience and the ability to remain calm under pressure.
- Customer-centric mindset with a focus on delivering exceptional service.
- Certifications (Preferred):
- CompTIA A+, Network+, or similar certifications are a plus.