- We are seeking a skilled Problem Resolution Associate to join our technical support team
- The ideal candidate will have 1-3 years of experience in technical support or a related field
- As a Problem Resolution Associate, you will be responsible for assisting customers with troubleshooting technical issues related to software, hardware, or other technical products
- You will diagnose problems, provide solutions, and ensure customer satisfaction through effective communication and problem-solving skills
Key Responsibilities:
1. Respond to customer inquiries and technical issues via phone, email, or chat in a timely and professional manner.
2. Diagnose and troubleshoot technical problems related to software, hardware, or network issues.
3. Provide step-by-step instructions and guidance to customers on resolving technical issues.
4. Document and track customer interactions, including details of the issue and resolution, using a ticketing system or CRM software.
5. Escalate complex technical issues to higher-level support teams or engineering teams for further investigation and resolution.
6. Collaborate with internal teams, including product development and engineering, to identify and address recurring technical issues or bugs.
7. Stay updated on product knowledge, technical specifications, and troubleshooting techniques to provide accurate and efficient technical support.
8. Follow up with customers to ensure that technical issues are resolved to their satisfaction and provide additional assistance or guidance as needed.
Qualifications:
1. Bachelors degree in Computer Science, Information Technology, or related field preferred.
2. 1-3 years of experience in technical support or a related customer service role.
3. Strong understanding of computer systems, software, and hardware components.
4. Proficiency in troubleshooting technical issues and providing step-by-step solutions.
5. Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.
6. Ability to work independently and collaboratively in a fast-paced environment.
7. Customer-focused mindset with a commitment to providing high-quality technical support.
