Technical Support Representative

  • Tradeo
  • Sofia, Bulgaria
  • Oct 25, 2017
Full time Information Technology

Job Description

Job description

Job Description 

We are looking for a Technical Support Representative to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers with the company platforms interface.

Technical Support Agent responsibilities include resolving software issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use phone, email and chat applications to give clients quick answers to simple IT issues.
 

Responsibilities
Research and identify solutions to software issues
Diagnose and troubleshoot technical issues, including account setup and configuration
Ask customers targeted questions to quickly understand the root of the problem
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. Project Mangers)
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
 

Requirements

Requirements

- Proven work experience as a Technical Support Agent, IT Help Desk - Advantage

- Hands-on experience with computer environment
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- Knowledge of customer service principles and practices
- Advanced level of English- both written and verbal  
- Multi-tasking capabilities
- Able to work Sunday to Thursday shifts