Technical Support Expert

We are seeking a skilled and detail-oriented Technical Support Representative to join our team. As a key member of our support team, you will be responsible for providing high-quality technical assistance to our customers via various communication channels.

As a Technical Support Representative, you will work closely with our internal teams to identify and resolve technical issues in a timely and professional manner. Your primary responsibilities will include:

1. Providing technical support to customers via phone, email, and chat;
2. Resolving technical issues and troubleshooting problems to maintain productivity;
3. Installing, modifying, and repairing computer hardware and software systems;
4. Maintaining system functionality by testing computer components;
5. Helping design and implement networks;
6. Consulting with users to determine appropriate hardware and software needs and assisting in placing orders;
7. Maximizing computer systems capabilities by studying technical applications and making recommendations;
8. Testing compatibility of new programs with existing ones;
9. Gathering data to identify and evaluate technical purchasing options;
10. Confirming program objectives and specifications by testing new programs, comparing them with established standards, and making modifications;
11. Evaluating vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs;
12. Installs software and necessary applications for workflow;
13. Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers;
14. Maintains system capability by testing computer components;
15. Carries out software, network, and database performance tuning;
16. Documents hardware and software updates;
17. Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies;
18. Prepares reference material for users by drafting operation instructions;

Our ideal candidate is a highly motivated and analytical individual with excellent communication skills. You should have a strong passion for delivering exceptional customer experiences and be able to thrive in a fast-paced environment. We are looking for someone who is adaptable, has a proven ability to handle a high volume of customer interactions, and possesses strong conflict resolution skills.

Benefits:

• Private Health Insurance;
• Training & Development;

What We Are Looking For:

• A Curious and Authentic individual who shares our values;
• An analytical and critical thinker, with an eye for even the most minute of details;
• Passionate about client satisfaction;
• 2 years of technical support experience: Preferably supporting customers via email and chat;
• Experience in providing technical support: installing and uninstalling apps from phones and computers;
• General knowledge of how web-based and mobile apps work;
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations;
• Ability to thrive in a dynamic and evolving environment – must be adaptable;
• Metrics-driven and proven ability to handle a high volume of customer interactions;
• Strong conflict resolution skills and even temperament in challenging situations;
• Native or near-native written and spoken English;
• Ability to properly understand and convey tone via written communications;
• Creative problem-solving skills;
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations;
• Loads of empathy – you genuinely care;
• Proactive attitude and ability to work with limited supervision;
• Support the team by executing initiatives and collaborating on projects;
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows;
• Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life;
• Flexible work schedule;
• Passion for Customer Experience;
• A proven ability to work remotely as part of a team but also with little direction is highly desired;