L1 Technical Support

This is a remote position.

We are looking for a Technical Support Agent to provide assistance to our customers. You will be the person our customers trust, and rely on to provide timely and accurate solutions to their technical problems.

Your responsibilities would include:

• Providing support via phone, email and chat
  
• Taking an active role in customer-reported issues, and seeing problems through to resolution
  
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
  
• Following standard procedures for proper escalation of unresolved issues through the appropriate internal channels
  
• Using information available to provide prompt, accurate, and smart support to our customers
  
• Learning the use of the tracking system to record interactions with customer (via phone, email, and chat) and closure of all issues
  
• Documenting instructions and information for internal and external use in the form of knowledge base articles
  

Requirements

• Holder of a Business degree
  
• Excellent written and verbal English communication skills (Native Level)
  
• Proven work experience as Customer Support, Technical Support or similar role
  
• Good troubleshooting and time management skills
  
• Good understanding of computer systems, mobile devices and other tech products
  
• Ability to diagnose and troubleshoot basic technical issues
  
• Strong listening and analytical skills
  
• Ability to work under pressure and organize priorities to meet deadlines
  
• Highly organized with strong attention to detail
  
• Ability to troubleshoot and fix issues when they occur
  
• Ability to work autonomously and also as part of a team