Job Description:
Duties
In this role the Support Technician will be responsible for providing technical assistance on the company's range of product installed and/or configured on any supported Windows platforms.
The support will be provided directly to our customers and resellers via various means of communication such as Phone, Email, and or Web Tools
The objective will be to deliver Technical Support with the aim of driving high Customer Satisfaction levels.
This will be achieved via first call/contact resolution as well as escalation to a higher level of expertise within a reasonable time.
As well as monitoring the customer satisfaction, the service delivery will be managed by adhering to clear operational team and individual objectives. The Support Technician will provide end to end management of all non escalated cases
Where the primary role of the Support Technician is to handle customer/resellers Technical queries, the technician will also be involved in various tasks aiming at enhancing the support and product portfolio.
Skills Required
- Minimum of 2 years proven experience in a post sales or customer support background gained ideally within a corporate or distribution channel support environment
- 1 years experience where knowledge of networking and web/internet protocols was required
- Working experience in a Service/Support organization where customer contact was by Phone, Email, and or Web Tools
- Education in technical field, and or industry certifications are advantageous
- Knowledge, Skills and Abilities Required
- Knowledge of TCP/IP, HTTP, SMTP, FTP protocols
- Troubleshooting skills
- Windows Desktop administration
- Understanding of SLO¿s
