Technical Support Representative

Technical Service Agent will be responsible for assisting customers with technical issues related to our products or services. Expertise in troubleshooting, problem-solving, and clear communication will be essential in delivering exceptional technical support and ensuring customer satisfaction.

Technical Service Agent Job Description

Job Summary: Technical Service Agent will be responsible for assisting customers with technical issues related to our products or services. Expertise in troubleshooting, problem-solving, and clear communication will be essential in delivering exceptional technical support and ensuring customer satisfaction.

1. Key Responsibilities:

2. Technical Support: Provide expert-level technical assistance to customers through various channels, including phone, email, chat, and remote assistance tools. Diagnose and resolve technical issues efficiently and effectively.
3. Issue Analysis: Gather detailed information from customers regarding their technical problems. Utilize active listening skills to understand the issue's root cause and use your technical knowledge to develop accurate solutions.
4. Troubleshooting: Guide customers through step-by-step troubleshooting processes to identify and resolve technical issues. Offer clear and concise instructions, adapting your communication style to the customer's technical proficiency.
5. One Call Resolution: Utilize remote access tools to diagnose and resolve complex technical issues on customers' systems, ensuring minimal disruption to their workflow.
6. Enhance Customer Experience: Ability to upsell/cross- sell Optimum products and services to existing customer base to further strengthen customer relationships and enhance the overall experience. Identify and recommend additional products and services including speed tier upgrades, Optimum Mobile, FTTH and other identified sales direction.
7. Continued Education: Ability to learn via provided training and peer to peer engagement to ensure knowledge progression from lower complex customer needs to higher complex customer needs.
8. Documentation: Document customer interactions, issues, and solutions accurately and comprehensively in the company's ticketing system. Create and maintain a knowledge base of common technical problems and solutions.
9. Product Knowledge: Develop and maintain an in-depth understanding of the company's products, software applications, and services. Stay up-to-date with updates and developments to provide accurate information to customers.
10. Escalation: Escalate unresolved issues to appropriate technical teams or senior support agents. Collaborate with internal teams to ensure timely resolution and effective communication to customers.
11. Customer Education: Educate customers on best practices, software updates, and preventive measures to avoid future technical issues.
12. Quality Assurance: Adhere to established technical support protocols and standards. Continuously seek opportunities to enhance customer experience and technical service processes.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Proven experience in technical support, help desk, or a related role.
• Strong proficiency in troubleshooting hardware, software, and networking issues.
• Excellent problem-solving and analytical skills.
• Familiarity with remote desktop tools and software.
• Outstanding communication skills, both written and verbal.
• Ability to explain technical concepts to non-technical users effectively.
• Patience, empathy, and a customer-centric approach.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, etc.) are a plus.
• Excellent English communication skills and understanding of US geography and culture.