Job Description

What does a Technical Support Representative do?

A Technical Support Representative will provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.

KEY RESPONSIBILITIES:

You will:

• Identifies, investigates, and resolves user problems with computer software and hardware.
• Support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, system, and similar concerns.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
• Collaborates with other staff to research and resolve problems.
• Collaborates with programmers to explain errors and/or recommend modifications in programs.
• Arranges service by software or hardware vendors to repair or replace defective products.
• Maintains knowledge of technological innovations and trends.
• Performs other related duties as assigned.

QUALIFICATIONS & REQUIREMENTS:

• Experience: 1-2 years solid experience as TSR, preferably from IT Consulting, Tech, and E-commerce industry(Not coming from BPO)
• Excellent interpersonal and customer service skills and Excellent verbal and written communication skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Work Schedule: Monday to Friday (Regular working hours/dayshift) 

Work Setup: Onsite, (A hybrid schedule will be offered in 2023