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Tier 1 Technical Support

We handle Tech Support issues with a Customer Support attitude…friendly, professional, efficient. We are looking for candidates with experience in various technical support roles handling different technologies, solid logical thought process, common sense, and experience diagnosing, troubleshooting and resolving a wide array of issues. The candidate must be able to quickly learn the systems and tool used, communicate effectively with the team and customers, and manage incoming tickets/issues effectively. The right person will have excellent communication skills, great English (written and oral), can easily learn, understand and explain tech, and is very skilled in problem solving.

Responsibilities

• Provide client support and technical issue resolution via email, phone and web
• Build rapport and elicit problem details from non-technical or technical customers
• Provide timely, efficient and pleasant follow up to user questions or issues
• Build deep knowledge of Proprietary Applications
• Document all incidents in incident tracking system/ticketing system
• Manage incidents to closure
• Interact effectively with customers and internal developers
• Escalate issues as needed
• Rotate On-Call duty with other staff members
• Deploy software for test and production uses.
• Assist in testing new software functionality prior to release
• Assist in generating training materials and customer facing documentation.

Requirements

• Must have Major BPO Call Center Experience
• Must have an Experience in Handling Technical Account

REQUIRED SKILLS

• Business Level English
• 1 year experience providing technical support for software business applications is critical for this role
• Candidates familiar with Hospitality industry are highly preferred
• Familiar with Network Technologies (TCP/IP, VPN, Remote Desktop) is a plus
• Experience in telnet/ssh clients such as Putty, etc. is a plus
• Experience in VoIP softphones such as Zoiper, EyeBeam, etc. is a plus
• Google Applications (Google Drive, Google Docs, etc.)
• Microsoft Office Applications
• Familiar with Ticket management tools
• Strong client focus and collaborative work style
• Ability to understand and explain technical information
• Skill in creating customer facing documentation
• Confident, patient and clear communicator with technical and non-technical customers via phone and email
• Skill in problem solving and resolution
• Extensive application support experience working directly with customers
• Ability to organize and prioritize multiple work assignments to meet deadlines
• Self-motivated, detail-oriented and organized
• Excellent Interpersonal and Writing Skills
• Bachelor’s Degree or equivalent experience