About the Job
Skills:Fluent in Spoken & Written English (B1 CEFR level minimum).
Basic troubleshooting skills and foundational ability to identify and resolve tech problems, by following basic steps and readily available instructions.
Must have skills:
English Proficiency: Must be proficient in both written and verbal English, equivalent to CEFR Level B1 (proficient).
This includes the ability to,
Hold clear, spontaneous, and productive conversations via phone.
Write detailed, grammatically correct support emails and chat responses.
Communicate complex technical issues to non-technical users in an understandable manner.
Key responsibilities:
1. Provide world class remote assistance to users via Chat, Phone and Email.
2. Assists users by remote troubleshooting and resolving technical and service issues.
3. Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.
4. Provides comprehensive remote support across major operating systems -
5. Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.
6. Follows documented procedures for issues presented and escalates further if need be.
7. Delivers support for G suite applications, covering installation and basic usage.
8. When necessary, escalates issues to the SMEs / Leads for resolution.
9. Employs advanced troubleshooting techniques to diagnose and resolve problems efficiently.
10. Assists users with access and account-related issues, following defined and documented guidelines, policies, and procedures to ensure accurate and consistent support.
11. Regularly and actively participates in technical training sessions to stay up to date with the latest tools and processes, leveraging knowledge base (KB) resources to enhance issue resolution.
12. Proactively identifies recurring or unique user issues, providing valuable feedback for continuous improvement of support processes and troubleshooting techniques.
13. Communicate effectively with non-technical users to explain solutions in an understandable manner.
Number of Openings
20 openingsSkills
Technical Support, Interpersonal skills, Effective Communication, Customer Support, Troubleshooting
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