Customer Support Representative – Tier 1 (Specialist)

The Faculty

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Responsibilities

Provide frontline technical support for the installation and use of the client’s products and platforms.
Troubleshoot customer hardware, software and operating-system-related issues.
Provide non-technical support relating to orders, shipments, appointments, returns, RMAs and warranty matters.
Manage customer enquiries across phone, email, chat and internal support channels.
Maintain comprehensive knowledge of the client’s current and historical products.
Accurately document customer interactions and resolutions within the designated support ticketing system.
Provide customers with regular and professional updates throughout the support process.
Identify issues requiring advanced technical intervention and escalate these appropriately.
Collaborate with internal teams where necessary to resolve customer issues.
Work effectively within a high-volume customer support environment.

2+ years of technical support experience.
3+ years of professional computer troubleshooting experience.
Experience in technical support, service desk, desktop support or IT support.
Strong practical troubleshooting skills across hardware, software, operating systems and business applications.
Experience with Windows, ChromeOS, iOS, Android, macOS and Microsoft Office.
Excellent written and verbal English communication skills.
The ability to explain technical issues clearly to non-technical customers.
Strong problem-solving and critical-thinking skills.