Responsibilities

Maintaining a positive, empathetic, and professional attitude toward customers at all times

Identify and assess customers' needs to achieve satisfaction

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

Communicating and coordinating with colleagues as necessary

Providing proactive customer outreach

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues

Ask customers targeted questions to quickly understand the root of the problem

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Document technical knowledge in the form of notes and manuals

Requirements and skills:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Strong communication skills, including active listening and clear articulation
• Ability to multitask, prioritize and manage time effectively
• Able to work individually and as a team