Technical Support Representative

Key Responsibilities:

• Customer Support: Respond promptly to inquiries and issues regarding internet via phone, email, or chat.
• Troubleshooting: Diagnoses basic network problems, provides step-by-step guidance to resolve connectivity issues, and escalates complex cases as necessary.
• Documentation: Accurately logs all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Monitoring: Proactively monitors system alerts to identify potential issues.
• Communication: Maintains clear and effective communication with both customers and internal teams, ensuring all parties are updated on the status of issue.
• Knowledge Management: Stays updated on the latest products, services, and troubleshooting techniques related to the account’s services.

Qualifications:

• Education: With at least 2 years in college or a degree in IT, Computer Science, or related field is a plus.
• Experience: Previous experience in a technical support role, preferably in the IT or telecommunications industry.
• Technical Skills: Basic understanding of networking concepts, familiarity with satellite communication systems is a plus.
• Soft Skills: Strong problem-solving skills, excellent communication abilities, and the ability to remain calm under pressure.
• Language: Proficiency in English is required.