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 ?

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