Inbound Customer Care – Tech Support
TalentWorldGroup Plc.
contract
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Provide technical assistance to users through phone and email support (Inbound customer care, Level 1 Technical Support).
- Diagnose and troubleshoot software-related issues to ensure quick resolution.
- Guide users through troubleshooting steps for software, device settings, and connectivity problems.
- Coordinate device exchanges when necessary.
- Document all user interactions and troubleshooting steps for accurate tracking.
- Identify and suggest improvements to troubleshooting guides and knowledge bases.
- Escalate unresolved or complex issues to higher-tier support teams.
- Stay updated on system changes and software updates to provide accurate support.
Requirements
- Minimum 2 years of inbound contact center experience in technical support (Tier 1), ticket handling, chat, and call handling.
- Clear understanding of computer basics, device features, and applications.
- Basic knowledge of software troubleshooting with the ability to diagnose and resolve issues related to BI applications.
- Strong computing skills and troubleshooting ability.
- Clear and effective verbal and written communication in professional English is a must.
- College or university degree is a plus.
- Internet: Broadband connection with Ethernet-based LAN setup.
- Hardware: Processor: 1.8 GHz or higher (64-bit preferred); RAM: 8 GB minimum; Available Storage: 10 GB minimum; Preferred Resolution: 1920x1080; Wired USB headset.
- Operating System: Microsoft Windows 11 or later.
- Shift Hours: 8 AM - 2 PM EST (Monday to Friday); Minimum Requirement: 5 hours per day; Flexibility to increase up to 7 hours/day as the project scales.