Technical Support Analyst
1 week ago
Key Responsibilities:
Deliver high-level remote assistance to clients through various communication channels, ensuring timely responses.
Diagnose and rectify complex technical challenges related to computer systems, networks, and software applications.
Provide guidance and training to clients, addressing their inquiries effectively.
Occasionally visit client sites to troubleshoot issues and set up necessary equipment.
Ensure exceptional customer service by promptly and accurately resolving escalated concerns.
Contribute to the creation of support protocols and documentation to enhance the efficiency of service request resolutions.
Collaborate with colleagues to maintain a high standard of customer service.
Engage in continuous learning and skill development.
Qualifications:
Possess outstanding written and verbal communication abilities, capable of conveying information clearly to clients.
Build strong relationships with clients through effective rapport.
Demonstrate advanced problem-solving and analytical skills.
Exhibit persistence in delivering excellent customer service.
Show strong organizational and planning capabilities.
Ability to manage substantial workloads effectively.
Have a solid understanding of both Windows and Mac operating systems.
Familiarity with networking concepts such as TCP/IP, DNS, DHCP, and wireless technologies is essential. Relevant certifications are advantageous.
Knowledge of server technologies and virtualization is beneficial.
Proficient in using Google Workspace and Microsoft Office applications.
Education:
A bachelor's degree or equivalent professional experience is required.
A minimum of 2-3 years of experience in a technical support capacity, with service desk experience being a plus.
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