Roles and Responsibilities

· Customer Support: Respond to customer inquiries via phone, email, or chat to address hardware, and software-related issues, resolve bugs, and assist with general troubleshooting.

· Troubleshooting: Analyze, diagnose, and resolve hardware and software problems, documenting the resolution steps in a ticketing system.

· Hardware testing and setup: Before sending the customer to check hardware and setup prerequisites as per the process.

· Software Installation & Setup: Assist clients with software installation, configuration, and updates.

· Product Expertise: Maintain an in-depth understanding of the company's software products and services to assist users effectively.

· Technical Documentation: Create and maintain detailed, user-friendly documentation and FAQS for troubleshooting common issues.

· Testing & Bug Reporting: Collaborate with the development team to identify bugs, test software updates, and provide feedback for product improvement.

· Customer Training: Provide training to users on best practices and how to use the software efficiently.

· Escalation Management: Identify issues that require advanced technical support and escalate them appropriately to ensure timely resolution.

Quality Assurance: Perform quality checks on customer systems to prevent future issues.

Required Skills & Qualifications:

· Technical Knowledge: Proficiency with various software platforms and operating syster (Windows, macOS, Linux). Knowledge of LAN and wireless networks. Familiar w databases, networks, and hardware troubleshooting is a plus.

· Communication Skills: Excellent written and verbal communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.

· Problem-solving: Strong analytical and diagnostic abilities to resolve software issue quickly and efficiently.

· Customer Service: A friendly and empathetic demeanor, with a focus on user satisfaction. Experience in customer support roles is a plus.

· Time Management: Ability to prioritize tasks, manage time efficiently, and handle multiple support requests concurrently.