Objective

The role serves to troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties. The Technical Support Advisor will also need to understand the customer's needs and translate them into practical solutions.

Description

Provides technical assistance to enhance customer's product experience.

Sample Questions

• How to troubleshoot this software issue?
• How to manage multiple open cases efficiently?
• What's the best approach for network troubleshooting?
• How to implement a new tech support strategy?

Key Functions

1. Troubleshoot technical issues. 2. Diagnose and repair faults. 3. Resolve network issues. 4. Install and configure hardware and software. 5. Speak to customers to quickly get to the root of their problem. 6. Provide timely and accurate customer feedback. 7. Talk customers through a series of actions to resolve a problem. 8. Prioritize and manage many open cases at one time. 9. Follow up with clients to ensure the problem is resolved. 10. Support the roll-out of new applications.

Required Skills

1. Knowledge of PC/Mac hardware. 2. Windows/Linux/Mac OS experience. 3. Experience with remote desktop applications. 4. Network diagnostic tools. 5. Understanding of software and hardware installation and troubleshooting. 6. Knowledge in network security practices. 7. Familiarity with electronic equipment, Internet applications and security. 8. Understanding of internet connectivity methodologies. 9. Knowledge of office automation products. 10. Good understanding of computer systems, mobile devices and other tech products.