Technical Support Representative

Fixed Solutions

Responsibilities:

• Serve as the primary point of contact between the company and its customers, delivering exceptional service through various communication channels including voice calls, chat, email, and others.
• Record and document customer inquiries and complaints accurately and thoroughly.
• Utilize a combination of technical expertise and problem-solving skills to guide customers through diagnostic and troubleshooting procedures, resolving issues efficiently.
• Document all relevant information about customer inquiries and complaints, including root causes and resolutions.
• Collaborate with other teams to escalate and resolve complex customer issues as needed, ensuring timely resolution and customer satisfaction.
• Proactively communicate with customers to provide updates on issue resolution progress and gather any additional information required.
• Stay updated on industry trends and technological advancements to continuously improve service delivery.

Exceptional verbal and written communication skills in English, with the ability to articulate technical concepts clearly and effectively.

Strong interpersonal skills and a customer-centric approach, with the ability to maintain professionalism and a positive attitude in all interactions.

Proficiency in explaining technical issues to both technical and non-technical audiences.

Analytical mindset with strong problem-solving abilities, capable of diagnosing and resolving technical issues efficiently.

Familiarity with a range of computer hardware and software, with the ability to quickly learn and adapt to new technologies.

Thorough understanding of internet technologies and applications, including troubleshooting methods.