Help Desk/Customer Service
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Field incoming help requests from end users via phone, email, mail, chat and other media forms in a courteous manner.
- Support products by answering application and feature related questions using various computer applications and technical manuals.
- Provide direct assistance, both written and verbal, on the issue/operation of the customer’s specified product.
- Document all pertinent end user information including complete name, contact information, and complete description of the problem/question and action/resolution completed.
- Apply diagnostic techniques to aid in troubleshooting.
- Assist answering other customer support calls, emails and chats as requested.
- Perform hands-on troubleshooting including but not limited to, installing and upgrading applications/software, programming, setting/re-setting standard features etc.
- Verify troubleshooting techniques to ensure the problem has been adequately resolved.
- All other duties as may be assigned by other members of management.
QUALIFICATIONS & EXPERIENCE:
- Sound knowledge of electronic products and how they function.
- Exceptional written and oral communication skills
- Strong analytical and troubleshooting abilities with keen attention to detail and documentation skills.
- Ability to absorb and retain information quickly.
- Working knowledge of a range of diagnostic and troubleshooting techniques.
- Exceptional interpersonal skills, with a focus on report-building, listening, and questioning skills and customer service orientation.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong documentation skills.
- Highly self motivated and directed.
- Experience working in team-oriented, collaborative environment.
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