Job Description
Responsibilities
- Researching and identifying solutions to software and hardware issues.
- Diagnosing and troubleshooting technical issues, including account setup and network configuration.
- Asking customers targeted questions to quickly understand the root of the problem.
- Tracking computer system issues through to resolution, within agreed time limits.
- Talking clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
- Properly escalating unresolved issues to appropriate internal teams (e.g., software engineers).
- Providing prompt and accurate feedback to customers.
- Referring to internal database or external resources to provide accurate tech solutions.
- Ensuring all issues are properly logged.
- Prioritizing and managing several open issues at one time.
- Following up with clients to ensure their systems are fully functional aft...
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