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Technical Support Executive
●Research and identify solutions to software and hardware issues
●Diagnose and troubleshoot technical issues, including account setup and network
●Ask customers targeted questions to quickly understand the root of the problem
●Track computer system issues through to resolution, within agreed time limits
●Talk clients through a series of actions, either via phone, email, or chat, until they’ve
solved a technical issue
●Properly escalate unresolved issues to appropriate internal teams (e.g. software
●Provide prompt and accurate feedback to customers
●Refer to internal database or external resources to provide accurate tech solutions
●Ensure all issues are properly logged
●Prioritize and manage several open issues at one time
●Follow up with clients to ensure their IT systems are fully functional after
●Conduct demonstration of various software products to potential customers
●Prepare accurate and timely reports
●Document technical knowledge in the form of notes and manuals
●Maintain jovial relationships with clients
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