JOB SUMMARY
We are looking for dynamic and customer-focused individuals to join our Technical Support team. As the first point of contact, you will be responsible for handling inbound technical queries and issues related to WINDOWS AND MAC OPERATING SYSTEM ensuring prompt and accurate resolutions. If an issue remains unresolved within the targeted time, escalation to a team lead can be done.
KEY RESPONSIBILITIES
Respond to customer queries via phone, email, or chat in a professional and timely manner.
Provide first-level technical support for operating system related issues.
Record customer interactions, troubleshooting steps, and outcomes accurately in the ticketing system
Escalate unresolved issues to team lead as per standard operating procedures (SOPs)
Follow up with customers to ensure their issues are resolved to satisfaction.
Adhere to SLAs and maintain quality and customer satisfaction scores
Stay updated with product knowledge, company policies, and new system updates
Participate in training sessions and team meetings as required.
Working with US customers (United States Time Zone)
KEY SKILLS & QUALIFICATIONS
Minimum 6 months – 2 years of experience in a Technical Support (Voice/Chat & Email) in a call center like customer support environment.
Excellent communication skills in English (verbal and written)
Basic knowledge of operating systems (Windows and mac OS), internet connectivity, and software troubleshooting – This is a plus as training will be provided.
Ability to multitask, prioritizes, and manages time effectively.
Strong problem solving and analytical skills.
Familiarity with help desk/ticketing systems is a plus.
