Job Overview:
We are seeking a Virtual Technical Support Specialist to join our growing team. In this role, you will be responsible for delivering technical assistance and support to customers or end-users in resolving issues related to hardware, software, applications, and network-related concerns. You will primarily engage with customers through various online communication channels such as email, live chat, and video calls, providing timely and effective solutions.
Key Responsibilities:
- Technical Support: Provide support to customers or clients regarding technical issues by diagnosing problems, offering solutions, and guiding them through troubleshooting steps.
- Issue Resolution: Troubleshoot and resolve technical problems related to software, hardware, and network issues remotely.
- Customer Interaction: Communicate with customers via email, live chat, video calls, or tickets to understand their technical issues and assist in problem resolution.
- Documentation & Reporting: Maintain accurate records of customer interactions, problems, and solutions in the company’s support system or ticketing platform.
- Escalation: When necessary, escalate complex technical issues to higher-level support teams or engineers for advanced troubleshooting.
- Product Knowledge: Stay updated on product features, technical specifications, and new releases in order to effectively assist customers.
- Technical Training: Assist in creating and updating support documentation, FAQs, knowledge bases, and other educational resources.
- Collaboration: Work closely with other departments, such as engineering or customer service, to ensure the delivery of top-quality support.
- Customer Satisfaction: Ensure high levels of customer satisfaction by providing clear and professional communication, with the goal of resolving issues in a timely manner.
Skills & Qualifications:
- Technical Knowledge: Strong understanding of common software applications, hardware, and operating systems (Windows, macOS, Linux, etc.).
- Troubleshooting: Ability to quickly diagnose and resolve technical issues, often under pressure or in time-sensitive situations.
- Communication Skills: Excellent written and verbal communication skills, with the ability to explain complex technical issues in simple terms.
- Customer Service: Experience in customer support or service roles, with a focus on delivering a positive customer experience.
- Problem-Solving: Strong analytical and problem-solving skills, with a methodical approach to resolving technical problems.
- Time Management: Ability to manage multiple tasks and prioritize support requests efficiently.
- Teamwork: Ability to work effectively in a remote, collaborative environment.
- Tech Tools Familiarity: Experience with ticketing systems (e.g., Zendesk, Freshdesk, JIRA), remote desktop tools, and customer management platforms.
Work Environment:
- This is a fully remote position. You will need a reliable internet connection, a quiet workspace, and a personal computer with adequate hardware specifications to perform your duties.
- Flexible working hours may be available, but candidates should be available during core support hours as per the needs of the business.