Technical Support

Job Description:

Technical Knowledge: Basic understanding of operating systems (Windows, Linux). Familiarity with common software applications and tools (e.g., Microsoft Office, email clients). Knowledge of basic networking concepts (e.g., IP addressing, Domain Name System, Dynamic Host Configuration Protocol). Customer Service Skills: Excellent communication skills (both verbal and written). Strong problem-solving abilities. Patience and empathy in dealing with customer issues. Ability to handle high-pressure situations calmly. Troubleshooting Skills: Ability to follow standard procedures for incident management and service requests. Basic diagnostic skills to identify and resolve issues. Experience with ticketing systems. Time Management: Efficient in managing multiple tasks and priorities. Punctuality and reliability in meeting SLAs. Documentation Skills: Ability to maintain clear and accurate records of customer interactions and resolutions. Proficiency in creating and updating knowledge base articles. Key Responsibility Areas (KRA): Incident Management: Receive and log customer queries and incidents. Perform initial analysis and troubleshooting. Escalate issues to higher support levels if necessary. Service Request Fulfillment: Handle service requests such as password resets, software installations, and account setups. Ensure requests are completed within agreed SLAs. Customer Interaction: Provide timely updates to customers on the status of their issues, and to handle basic queries and resolve straightforward issues. Ensure high levels of customer satisfaction through effective communication and resolution. Documentation and Reporting: Maintain accurate records of incidents and service requests. Prepare regular reports on support activities and customer feedback. Continuous Improvement: Contribute to the improvement of support processes and knowledge base. Participate in training and development activities to enhance skills.