
- Respond to customer queries in a timely and accurate way, via ticket, phone or chat, within agreed time limits
- Ask targeted questions to diagnose problems
- Guide users with simple, step-by-step instructions
- Conduct remote troubleshooting
- Test alternative pathways until you resolve an issue
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Direct unresolved issues to the next level of support personnel or appropriate teams (e.g. software developers)
- Follow up with customers to ensure their issues are resolved
- Share effective workarounds with team members
- Help create technical documentation and manuals
- Ability to diagnose and excellent problem-solving
- Customer-oriented attitude
- Patience when handling tough cases
- Experience as a System Support or similar role may be useful
- Knowledge of e-mail and web hosting systems work may be useful
- Knowledge of help desk software (eg. Zoho desk) may be useful
- Good command of English in listening, speaking, reading, and writing. Experience working with international