phone technical support

Phone/Chat Technical Support will provide technical assistance to customers over the phone and online. He/She will troubleshoot issues, guide users through solutions, and ensure a positive customer experience by resolving problems efficiently and professionally.

Key Responsibilities

• Attends and responds to calls/emails/chats and the like from customers experiencing technical issues
• Diagnose, troubleshoot, and resolve hardware and software problems
• Guide customers through step-by-step solutions in a clear and patient manner
• Document customer interactions, issues, and resolutions accurately in the system
• Escalate complex or unresolved issues to higher-level support teams when necessary
• Follow company procedures, scripts, and service standards
• Maintain up-to-date knowledge of products, services, and common issues
• Meet performance metrics such as service quality, resolution time, and customer satisfaction ...