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Voice based process of taking inbound calls from customers and solving technical queries.
Answering inbound technical support calls and taking ownership of support issue .
Expertise in troubleshooting and resolving technical issues related to Apple Mac, PC’s and Laptops, ipad, Mac OS, iOS, Chromebooks, Windows, networking / connectivity, firewalls, servers ) - all or some of them
Ability to communicate confidently with both tech-savvy and non-technical customers in fluent English (Total experience:3- 4+ years with min of 2- 3+ years in international call Centre (US preferred) and 3+ year in IT support / technical support.
Asking insightful questions to find out the cause of customer problem and using all available knowledge / resources to resolve.
Consistently improve the quality of your work based on coaching / mentoring you receive.
Generating solutions using your product knowledge and our knowledgebases.
Advanced Knowledge and experience with all or some of these: computer terminologies and concepts, networking/connectivity terminologies and concepts, Microsoft Office suites (PowerPoint, Excel, Project, Visio)
Availability in US hours (PST) - 9 hours working per day (10 hours shift) - Mon-Fri with occasional extended and week-end coverage
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