Provides first-level technical support to customers by phone, email, and chat. Troubleshoots basic software, connectivity, installation, setup, password, and account access issues; documents resolutions and escalates complex problems. Requires clear communication, patience, computer literacy, problem-solving skills, and willingness to learn. Previous IT experience or certification is beneficial but not required.
We are seeking a motivated Technical Support Representative to assist customers with basic technical issues involving software, computer systems, applications, and online services. The successful candidate should have basic technology knowledge, good communication skills, and a willingness to learn.
Full job description
The Remote Technical Support Representative will provide first-level technical assistance to customers experiencing difficulties with company products, applications, and services. The representative will identify technical problems, guide customers through troubleshooting procedures, and escalate advanced issues to the appropriate technical department.
Key responsibilities:
- Respond to technical support requests by phone, email, and chat.
- Troubleshoot basic software and connectivity problems.
- Guide customers through installation and setup procedures.
- Assist with password resets and account access issues.
- Document technical issues and resolutions.
- Escalate complicated technical problems.
- Follow technical support guidelines and procedures.
- Maintain professional communication with customers.
Qualifications:
- High school diploma or equivalent.
- Basic understanding of computers and software applications.
- Strong problem-solving and communication skills.
- Willingness to learn new technology.
- Ability to explain technical information clearly.
- Previous IT experience or certification is beneficial but not required.
Required skills: Troubleshooting, computer literacy, critical thinking, communication, patience, and problem-solving.
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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