Chat Support
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Responsibilities
· Provide IT support for all employees.
· Effectively collect information and understand the issues users are experiencing and perform diagnostic procedures to isolate and resolve the issues.
· Interact with customers via chat, telephone, e-mail, and Slack to provide technical support.
· Utilize all technical resources to solve customer problems.
· Escalate or work in second and third Level appropriate support specialists or support groups on unresolved issues.
· Maintains call records/logs and resolution detail utilizing case management solution, ServiceNow.
· Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
· Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.
Skills Required
· Ability to elucidate technical concepts to non-technical users
· Ability to support users at various levels of technical competency
· Effectively manages difficult or volatile customer situations
· Effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime
· Ability to schedule and prioritize
· Able to read and understand technical manuals, procedural documentation, and OEM guides
· Excellent interpersonal skills, written and verbal communication in English
· Technical writing/documentation skills
· Ability to assess, analyze and research technical situations and provide viable alternatives
· Ability to learn new technologies and procedures quickly
· Ability to communicate effectively with wide variety of users and other technical teams
· Installation, configuration, and support of PC, Mac, Telephony, Mobile, and Voice & Video software.
· Support and troubleshooting of Windows 11, MacOS, iOS, Android, MS Office 365
· Ability to learn quickly and work in a fast-paced environment
· Ability to follow a strict workflow process for QA and User Acceptance testing
· Willingness to WFH and work different shifts as needed