Position Summary:

• In charge of setting up, enhancing, and resolving software; installing, upgrading and troubleshooting hardware and software systems.
• Collect customer requests and data
• Address user tickets regarding hardware, software, and networking
• Attend to customer phone calls, e-mails and tickets within SLA timelines
• Maintaining and administering computer networks and related computing environments
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshootinguntil you resolve an issue
• Conduct basic troubleshooting using questionnaires to find out the level of support needed for presenting issues
• Solve problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues,setup and everything related in the product.
• Report customer feedback and potential product requests
• Help create technical documentation and manuals

Skills & Qualifications:

• Excellent problem-solving skills and Documentation Skills.
• Proven customer service skills and ability to give clear technical instructions.
• Familiarity with product methodologies.
• Good communication skills (Verbal & Written) and ability to work within a 24x7 support environment.