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Technical Support Specialist II

1 month ago

Philippines iQor (Philippines), Inc. Full time

Job Summary:

A Technical Support Specialist is responsible for providing technical assistance and support to customers, clients, or internal users. They troubleshoot and resolve hardware, software, and network issues, ensuring smooth operations and user satisfaction. Technical Support Specialists may work in various industries, including technology, telecommunications, healthcare, or finance.

Responsibilities:

  • Respond to customer inquiries and provide technical assistance via phone, email, or chat.
  • Identify and diagnose hardware, software, or network problems and provide timely solutions.
  • Walk customers through troubleshooting steps to resolve issues.
  • Escalate complex problems to higher-level support or appropriate teams.
  • Document and maintain records of customer interactions, inquiries, and solutions.
  • Install, configure, and update software applications, drivers, and operating systems.
  • Set up and maintain user accounts and access permissions.
  • Collaborate with cross-functional teams to resolve technical issues.
  • Stay updated with the latest technology trends and product knowledge.
  • Provide training or guidance to customers on product features and functionality.

Skills Requirements:

  • Strong technical knowledge of computer hardware, software, and networking systems.
  • Proficiency in operating systems such as Windows, macOS, or Linux.
  • Familiarity with productivity software, office suites, and customer relationship management (CRM) tools.
  • Troubleshooting and problem-solving skills to diagnose and resolve technical issues.
  • Excellent communication skills to effectively communicate technical information to non-technical users.
  • Patience and empathy when dealing with customers or users facing technical difficulties.
  • Ability to work under pressure and manage multiple tasks simultaneously.
  • Attention to detail and accuracy in documenting customer interactions and solutions.
  • Time management and organizational skills to prioritize and meet deadlines.
  • Continuous learning mindset to keep up with evolving technology.

Education Requirements:

  • High school diploma or equivalent is typically required.
  • A bachelor's degree in computer science, information technology, or a related field may be preferred by some employers.
  • Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) can be beneficial.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

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