JOB SUMMARY:

• We are seeking a skilled Tech Support professional to join our team and provide exceptional technical assistance to our customers and end-users. The ideal candidate will have a strong background in troubleshooting and resolving technical issues, with excellent communication skills and a customer-centric approach.

JOB DESCRIPTION:

• Provide technical support and troubleshooting assistance to customers and end-users via various channels, including phone, email, and remote support tools.
• Diagnose and resolve hardware, software, and network-related issues in a timely and efficient manner.
• Document and maintain accurate records of support cases, resolutions, and known issues.
• Collaborate with cross-functional teams, such as development and engineering, to escalate and resolve complex technical issues.
• Stay up-to-date with the latest technologies, products, and best practices in technical support.
• Contribute to the development of knowledge base articles, FAQs, and user guides to assist customers and end-users.
• Provide training and guidance to junior support staff and ensure adherence to service level agreements (SLAs) and support processes.

JOB REQUIREMENTS:

• Bachelor’s degree /Higher National Diploma in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in technical support roles.
• Strong knowledge of operating systems (e.g., Windows, macOS, Linux), networking concepts, and common software applications.
• Proficient in troubleshooting techniques and the ability to diagnose and resolve technical issues efficiently.
• Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear and concise manner.
• Strong problem-solving and analytical skills.
• Ability to multitask, prioritize tasks, and work under pressure in a fast-paced environment.
• Customer-centric approach with excellent interpersonal and active listening skills.
• Knowledge of remote support tools and ticketing systems is a plus.