Technical Support Role Overview
This is a hybrid position currently based at the Summer Hill office, which will be relocating to the city center in the near future.
Responsibilities:
* Serve as the primary point of contact for customers seeking assistance over the phone or email
* Perform remote troubleshooting through diagnostic techniques and pertinent questions
* Determine the best solution based on the issue and details provided by customers
* Walk the customer through the problem-solving process
* Direct unresolved issues to the next level of support personnel
* Provide accurate information on products or services
* Record events and problems and their resolution in logs
* Follow-up and update customer status and information
* Pass on any feedback or suggestions from customers to the appropriate internal team
Requirements:
* Proven experience as a help desk technician or in another equivalent customer support role
* Tech savvy with working knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud
* Ability to diagnose and resolve basic technical issues
* Proficiency in English
* Excellent communication skills, written and verbal
* Customer-oriented, able to work autonomously and under pressure
What We Offer:
A dynamic and collaborative work environment that fosters growth and development. A chance to make a real difference in the lives of our customers.