Solution Support Level 1

Responsibilities : Work in a dynamic Technical Support Center to support complex solution products involving server-based, cloud-based, and device-based software and firmware. The Solutions Agent requires strong technical, troubleshooting, communication, and organizational skills to fulfill the responsibilities outlined below.

Job Responsibilities:

• Provide technical support for complex solutions products for highly knowledgeable customers, such as trained help desks, service technicians, IT administrators through phone and email
• Apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions
• Own each issue until customer confirms it is resolved and own customer communications (call-back, status updates, etc) related to the issues customers report
• Maintain professional communication with customers in all circumstances
• Establish relationship with the customer, gaining knowledge of the customer’s environment, configuration, business, and build trust and rapport with the customer.
• Calm and assure customers who are upset by product or other issues
• Adapt to customer’s level of knowledge
• Collaborate with team members to increase the efficiency and effectiveness of the processes/procedures.

Qualifications:

• Graduate of a college degree preferably computer or engineering related courses
• At least 2-3 years Technical support experience in a BPO industry
• Basic knowledge in Computer/Printing Fundamentals & Networking
• Knowledgeable on products involving server-based, cloud-based and device-based software and firmware
• Proficient knowledge in Microsoft Office applications
• Effective written, verbal and interpersonal skills
• Excellent analytics and research skills
• Keen to details
• Willing to work on a shifting schedule

How to Apply ? Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now!