Technical Support Representative Tier 1

Position Title: Technical Support Representative Tier 1

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Team

Date: September 2024

Schedule: 11:00 PM - 8:00 AM PHT


Responsibilities:

• Offer specialized technical support to resolve complex issues escalated from Tier 1 support

• Handle intricate software, hardware, and network problems with in-depth troubleshooting and analysis

• Engage courteously and professionally via phone, email, or chat to understand and address user inquiries

• Clarify issues thoroughly and provide step-by-step guidance for issue resolution

• Work closely with Tier 1 support and other internal teams, such as development or engineering, to resolve escalated technical issues and provide feedback for product improvement

• Conduct thorough diagnostics, analysis, and advanced troubleshooting techniques to identify root causes of challenging technical issues and provide effective solutions

• Keep detailed documentation of troubleshooting steps, resolutions, and customer interactions for future reference and knowledge-sharing within the support team

• Strive to ensure exceptional customer satisfaction by effectively resolving technical problems, communicating clearly, and following up to ensure issue resolution

• Keep abreast of technological advancements, product updates, and industry trends to enhance technical expertise and provide better support

• Provide top-notch computer service desk technical support and escalation support to customers, ensuring adherence to agreed service levels

• Take ownership of all assigned tickets or requests, demonstrating a proactive and solution-oriented approach

• Communicate clearly and effectively in English (US) on the phone, establishing a rapport with customers and conveying technical information in a comprehensible manner

• Act as a mediator between highly technical suppliers and customers, translating complex technical details into easily understandable language, and vice versa

• Demonstrate empathy and understanding in tense situations, particularly when dealing with upset customers; diffuse tension through active listening and projecting competence

• Work independently, meeting deadlines and requirements, while maintaining the flexibility to seek assistance when necessary to ensure tasks are completed on time

• Take responsibility for mistakes, proactively remedy them, and turn them into opportunities for learning and improvement

Qualifications:

• A minimum of 2-5 years of experience in a technical support role

• Bachelor's degree in Computer Science, Information Technology, or related field is preferred

• Proficient in diagnosing and troubleshooting software, hardware, and network issues

• Strong knowledge of operating systems, software applications, and networking protocols

• Familiar & has working experience with MSP

• Ability to convey technical information clearly and concisely to non-technical users

• Ability to work effectively in a team environment, collaborating with colleagues and other departments to resolve complex technical problems

• Strong analytical skills to identify, assess, and solve complex technical issues efficiently.

• Ability to think critically and develop innovative solutions

• A customer-centric approach with a strong commitment to providing excellent service and ensuring customer satisfaction

• Ability to adapt to changing environments and learn new technologies quickly

• Proficient in maintaining detailed records of technical issues, troubleshooting steps, and resolutions for future reference and improvement

• Strong verbal communication skills in English (US) with the ability to convey technical information clearly.

• Aptitude for diffusing tense situations through empathy and active listening

• Willingness to ask for help when needed and a commitment to continuous learning and improvement