Technical Support Executive

Technical Support Executive

Responsibilities (Vary by Experience Level - See Notes Below):

Customer Interaction:

• Respond to customer inquiries via phone, email, and/or chat in a professional and timely manner.
• Actively listen to customer concerns and demonstrate empathy.
• Clearly explain technical concepts and solutions to non-technical users.
• Escalate complex issues to higher-level support teams as necessary.

Technical Troubleshooting:

• Diagnose and resolve hardware and software issues.
• Reproduce customer issues and identify root causes.
• Utilize diagnostic tools to identify and resolve technical problems.
• Document troubleshooting steps and solutions in the knowledge base.
• System Administration (Mid-Level/Senior):
• Perform basic system maintenance tasks (e.g., user account management, software updates).
• Monitor system performance and identify potential issues.
• Contribute to the development and maintenance of technical documentation.

Knowledge Base & Training:

• Contribute to the creation and maintenance of knowledge base articles and FAQs.
• Participate in training sessions to enhance technical skills and product knowledge.
• May be responsible for training junior team members (Senior).

Process Improvement:

• Identify opportunities to improve support processes and enhance customer satisfaction.
• Contribute to the development of standard operating procedures (SOPs).

Adherence to SLAs:

• Meet or exceed Service Level Agreements (SLAs) for response and resolution times.
• Track and report on key performance indicators (KPIs).

Qualifications:

Education:

Experience (Vary by Level):

• Junior: 0-2 years of experience in a technical support role.
• Mid-Level: 2-5 years of experience in a technical support role.
• Senior: 5+ years of experience in a technical support role, with demonstrated leadership skills.

Technical Skills:

• Proficiency in Windows and/or macOS operating systems.
• Experience with common software applications (e.g., Microsoft Office Suite, Google Workspace).
• Familiarity with networking concepts (e.g., TCP/IP, DNS).
• Understanding of hardware components and troubleshooting techniques.
• (Specific software/hardware knowledge relevant to the company - Specify here)

Soft Skills:

• Excellent communication (written and verbal) and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Ability to remain calm and professional under pressure.
• Customer-focused attitude and a passion for providing exceptional service.

Working Conditions:

• Typically works in an office environment.
• May be required to work occasional evenings or weekends to provide support

Department:

Reports To: