The Technical Support role involves assisting customers with technical issues, providing troubleshooting steps, and ensuring software or hardware systems function effectively. Technical Support staff act as the front line for resolving technical issues, guiding users through problem-solving procedures, and escalating more complex issues to higher-level support when necessary.

Responsibilities:

• Respond to customer inquiries via phone, email, or live chat about technical issues.
• Troubleshoot software, hardware, or network problems to determine the cause and provide a solution.
• Guide customers through step-by-step instructions to resolve technical issues.
• Escalate complex or unresolved problems to specialized technical teams.
• Maintain detailed records of customer interactions, solutions provided, and any follow-up actions required.
• Install and configure software, hardware, and systems remotely or in-person as needed.
• Monitor system performance to proactively identify potential technical issues.
• Collaborate with other technical teams to develop and improve troubleshooting processes.
• Assist in creating user guides, FAQ documents, and instructional materials for common technical issues.
• Stay updated on new software releases, hardware updates, and industry best practices.

Requirements:

• High school diploma or equivalent; a degree in IT or computer science is a plus.
• Previous experience in a technical support or IT help desk role.
• Strong problem-solving skills and technical aptitude.
• Excellent verbal and written communication skills.
• Familiarity with operating systems (Windows, macOS, Linux), and hardware troubleshooting.
• Knowledge of networking, system configurations, and basic cybersecurity practices.
• Ability to remain patient and calm under pressure when dealing with customer issues.
• Willingness to work flexible hours, including weekends and holidays, if necessary.

Work Environment:

• Typically in an office or call center environment.
• May involve remote work, depending on the company.
• Extended periods of sitting and working on a computer.
• Fast-paced, team-oriented work with tight deadlines and multitasking.
• Potential interaction with frustrated or stressed customers.