Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Requirements:

- Have at least 1-year working experience in customer-facing roles.

- Excellent spoken English is a must.

- Passion in technical support roles.

- Customer-centric mindset.

- Quick adaptability to changes and strong self-study.

- Good understanding of computer systems, mobile devices and other tech products.

- Ability to provide step-by-step technical help, both written and verbal

Preferred Competencies:

- Windows Operation System administration and programming. OR

- Active Directory Deployment and AD/Networking Management. OR

- Exchange Online/OnPrem, Outlook or industry similar products and technologies. OR

- SharePoint Online/OnPrem or industry similar products and technologies. OR

- Teams or industry similar products and technologies. OR

- Office or industry similar products and technologies. OR

- Security, or industry similar products and technologies. OR

- SQL Server or industry similar products and technologies. OR

- Azure, or industry similar products and technologies. OR

- Networking, e.g., TCP/IP, DNS, DHCP and RPC. OR

- Scripting languages, e.g., PowerShell, batch script