Technical Support Representative

2 weeks ago

Islamabad, Islamabad, Pakistan CyberNet Communications Full time
Technical Support Representative - REMOTE
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 Specification

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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