
Technical Support Representative
2 weeks ago
CyberNet Communications, Pakistan
Degree/Diploma in Computer Science, Engineering or related field
- Great organizational and interpersonal skills
- Someone who is flexible and proactive
- Creative mindset, problem solver, service oriented and self-learning skills
- Innovative attitude, stress resistant, team player, flexible
- Previous industry experience in 24 x 7?Network Operation Center or call Center
- Working hours are from 6 PM-2 AM Pacific Time zone on Monday, Tuesday, and Wednesday , Thursday and Friday are off, then we continue on Saturday-Sunday from 9AM-6 PM
Job Description:
- Identifies, investigates and resolves users' problems with computer software and hardware
- Deliver service and support to end-users using and operating automated call distribution phone software and emails and troubleshoot issues.
- Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and troubleshoot events
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Follow standard processes and procedures
- Identify and troubleshoot issues per Client specifications
- Redirect problems to appropriate resource
- Accurately process and record call transactions using a computer and designated tracking software
- Stay current with system information, changes, and updates
Job requirements:
- Excellent written and oral English skills
- Excellent technical, diagnostic, and troubleshooting skills
- Being capable to manage between 20-30 inbound calls per shift and troubleshoot technical issues
- Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF and other basic business productivity software
- Working knowledge of IT system fundamentals and system management tasks
- Working knowledge of networking principles and operating systems
- Ability to clearly document and articulate technical issues in English
- Must be reliable and dependable, self-motivated and demonstrate a willingness to learn
- Ability to work closely with peers and other teams
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