Technical Support Agent Job Description Template
Our company is looking for a Technical Support Agent to join our team.
Responsibilities:
- Equipment setup and network installation;
- System preparation and workshop repairs;
- Working individually as well as in a team;
- Assisting in picking and packing in a busy warehouse environment;
- Assisting in the process of scheduling work;
- Providing first class customer service through live troubleshooting and problem assessment;
- Identify headwear and software issues;
- Maintain customer contact and ensure service is provided to closure;
- Working with voice and email contact;
- Conduct root-cause analysis for technical issues and find workarounds and solutions;
- Follow-up with customers on outstanding issues;
- Provide technical support to customers and partners;
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner;
- Track and report status of Salesforce tickets and customer cases;
- Multitasking and performing effectively under pressure.
Requirements:
- Ability to analyze and assess options fully;
- Should have good telephone skills;
- Experience using remote desktop software;
- Willingness to go above and beyond with a ‘can do’ attitude;
- Effective problem-solving skills;
- Minimum of 1 year working in a support/customer service role is required;
- Work well under pressure.