Offer summary

Qualifications:

Proven experience in technical support or a related IT role., Strong communication skills, both written and verbal., Solid understanding of computers, software, and internet technologies., Ability to quickly learn and adapt to new tools and systems..

Key responsibilities:

Provide timely and professional technical support to customers via chat, email, or phone.

Diagnose and troubleshoot hardware, software, or network-related issues.

Document customer interactions, issues, and resolutions in the internal ticketing system.

Collaborate with other departments to resolve issues and improve the customer experience.

Job description

We are looking for a detail-oriented and tech-savvy Virtual Technical Support Agent to join our remote support team. In this role, you will be the first point of contact for customers experiencing technical issues with our products or services. You will troubleshoot problems, guide users through solutions, and ensure a high-quality customer experience across various communication channels including email, live chat, and phone.

Key Responsibilities:

Provide timely and professional technical support to customers via chat, email, or phone
Diagnose and troubleshoot hardware, software, or network-related issues
Escalate complex problems to higher-level support teams when necessary
Document customer interactions, issues, and resolutions in the internal ticketing system
Follow company procedures and support protocols to ensure consistency
Stay updated on product features, technical changes, and best practices
Collaborate with other departments to resolve issues and improve the customer experience

Requirements:

Proven experience in technical support, help desk, or a related IT role (preferred)
Strong communication skills, both written and verbal
Solid understanding of computers, software, operating systems, and internet technologies
Ability to quickly learn and adapt to new tools and systems
Problem-solving mindset with a focus on customer satisfaction
Comfortable working independently in a remote setting
Proficient in English (additional languages are a plus)
Reliable internet connection and personal computer (for remote work)

Required profile