As a Technical support representative you will be responsible for providing technical support (mainly 1st and 2nd level support) to the user community including a number of volunteers . You must be able to work with team members to achieve a high level of customer support, maintain problem resolution databases, document resolutions, follow-up and take ownership of calls in a timely manner. you should also be able to take on problems, projects and issues through to completion while ensuring the highest level of customer satisfaction. Additional responsibilities will include creating views and reports to assist users with technical needs, configuration to fix problems or create solutions, and keeping user permissions up-to-date.
Requirements
A minimum of 2 years’ experience in a Technical Support role.
- Must be able to provide excellent customer service and technical support directly to end users either over the phone, via Remote Control Agent or when required, with a personal visit to the users desk
- Ability to handling complex technical issues and supporting a wide range of user skills sets and remain calm
- Must have knowledge of troubleshooting skills with Microsoft Windows 7 or Windows 8.1 or Windows 10 Professional, Microsoft Office 2013 or Office 2016 Professional on a Windows Network.
- Support of Adobe, Powerpoint
- Password rests
- From time to time there may be weekend support
Bonus:
Skills in Aptify and/or SQL coding is helpful
