Serving as the first level technician for customers seeking technical assistance over the phone or email
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Determining the best solution based on the issue and details provided by customers
We are looking for a competent Rapid Response Team Member to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Rapid Response Team Member must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Serve as the first level technician for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in ticketing system
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Proven experience with technology or other customer support role
Tech savvy with working knowledge of office automation products, operating systems, networking, and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Customer-oriented and client focused.