Key skills
Communication
About this role
Role Overview
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues with respect to the severity.
Requirements
- BS degree in Information Technology, Computer Science or equivalent
- Proven working experience in enterprise technical support, IT support or as a technical engineer
- Deep knowledge in the product that the technician is supporting.
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills