Technical Support Engineer at Test Triangle Software Services Pvt Ltd
Cork, County Cork, Ireland -
Full Time


Start Date

Immediate

Expiry Date

05 Feb, 25

Salary

0.0

Posted On

24 Jan, 25

Experience

0 year(s) or above

Remote Job

No

Telecommute

No

Sponsor Visa

No

Skills

Customer Service, Customer Service Skills, Resolutions, Stressful Situations, Operating Systems, Chat, Email, Etiquette, Ip Networking, Macos, Time Management

Industry

Information Technology/IT

Description

DETAILED JOB DESCRIPTION - SKILL SET

· Excellent customer service skills
· Strong troubleshooting and problem resolution skills, with the ability to probe, isolate and diagnose problems without scripted documentation
· Excellent English-language oral and written communications skills
· Excellent telephone, chat and email etiquette
· Excellent time management and multi-tasking skills
· Flexibility and adaptability to thrive in a dynamic, highly demanding, constantly changing environment
· Ability to maintain composure and customer-service focus in stressful situations
· Motivation and ability to work as part of a distributed team
· Conceptual understanding of IP networking and basic network troubleshooting skills
· Conceptual understanding of multi-tiered and web-based information systems architecture
· Experience providing hardware and software technical support for Macs, iOS devices
· Experience troubleshooting macOS and iOS operating systems
· Experience using an IT service management or CRM system for tracking technical support cases
· Experience using a knowledge base system

MANDATORY SKILLS

· Provide technical support to customers via phone, chat and/or email.
· Provide high level of customer service and professionalism in accordance with Client policies, practices, and expectations
· Diagnose and troubleshoot technical issues according to Client team expectations.
· Document issues, troubleshooting steps, and resolutions in ticketing system.
· Advocate for the caller. Own the issue and facilitate technical support from the initial contact to resolution.
Escalate unresolved complex issues to appropriate support teams.
Job Types: Full-time, Fixed term
Contract length: 6 months

Schedule:

  • Day shift
Responsibilities

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