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Technical Customer Care Representative

Harris Computer

Key Facts

Remote From: 
India
Full time
English

Other Skills

  • •
    Troubleshooting (Problem Solving)
  • •
    Troubleshooting (Problem Solving)
  • •
    Decision Making
  • •
    Communication
  • •
    Teamwork
  • •
    Time Management
  • •
    Analytical Thinking
  • •
    Professional Responsibility

Job description

  • Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
  • Manages bug fixes and software enhancements.
  • Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
  • Recognizes issue with code, but escalates to development. 
  • Provides technical leadership and training for lower level support specialists.
  • Receives requests for computer technical assistance and problem resolution from company employees.
  • Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
  • Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
  • Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
  • Other duties as assigned.
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