Description

You will serve as the primary technical contact for customers via phone and email. You own the initial troubleshooting lifecycle, from diagnosis to resolution or escalation.

Responsibilities

• Manage technical inquiries through phone and email channels as the first point of contact.
• Perform remote troubleshooting and diagnostic procedures to identify root causes.
• Guide customers through step-by-step problem-solving processes using internal knowledge bases.
• Escalate unresolved technical issues to higher-level support groups with accurate context.
• Provide precise information regarding IT products and services.

Required Skills

• 5+ years of experience in technical support roles.
• Proficiency in Help Desk Support methodologies.
• Experience working within a Service Desk environment.
• Strong Technical Support capabilities and diagnostic skills.
• Bachelor's degree.

Key Skills

Education

Bachelor's