Technical Support

Technical Support

Responsibilities

• Answer phone calls and emails promptly, delivering technical support with a focus on client satisfaction.
• Collaborate seamlessly with team members, including senior-level resources, to negotiate and coordinate schedules with both technical resources and clients.
• Listen attentively to client concerns, demonstrating empathy and a proactive attitude in addressing their needs.
• Exhibit strong organizational and communication skills, essential for successful job performance.
• Alert management promptly about high-visibility and critical issues, contributing to swift resolution.
• Conduct follow-up calls to ensure client satisfaction and address any outstanding concerns.
• Update the service tickets promptly with new information, ensuring accurate and up-to-date records.
• Assure resources are utilized efficiently and effectively to meet client needs.

Qualifications

• Highschool diploma or bachelor’s degree in information technology or a related field.
• Basic IT knowledge to communicate with customers and “ask the right question” to assess their true IT needs for effective ticketing.
• Experience in utilizing the Microsoft Office suite and navigating computerized systems.
• Fundamental understanding of IT concepts to effectively communicate with customers and assess their technical needs.
• Proven track record of delivering superior customer service practices.
• Ability to communicate professionally across various channels, including in person, email, telephone, and ticketing tools.
• Clear and coherent in both written and verbal communication skills with the capacity to convey technical information clearly to both technical and non-technical individuals.
• Effective listening skills and the ability to provide constructive feedback.
• Strong problem-solving skills with the ability to analyze and troubleshoot technical issues efficiently.
• Capability to maintain composure in stressful, high-pressure situations, handling objections and disputes to achieve satisfactory results.
• Demonstrated initiative in job performance, actively contributing to process improvement and suggesting innovative solutions.
• Ability to work effectively within a team, collaborating with various team members, including senior-level resources, to coordinate schedules with technical resources and clients.
• Strong organizational skills to manage and prioritize tasks effectively.
• Ability to work under minimal supervision, exercising independent judgment when necessary.

Screening Criteria

• At least one (1) year of customer service or help desk experience.
• Must have a stable employment history at least 2 years of stay from the previous companies.

Tat Consulting LLC is an equal opportunity employer and encourages candidates of all backgrounds to apply.