Technical Support Representative - REMOTE

Technical Support Representative - REMOTE CyberNet Communications, Pakistan

Degree / Diploma in Computer Science, Engineering or related field Great organizational and interpersonal skills Someone who is flexible and proactive Creative mindset, problem solver, service oriented and self-learning skills Innovative attitude, stress resistant, team player, flexible Previous industry experience in 24 x 7?Network Operation Center or call Center Working hours are from 6 PM-2 AM Pacific Time zone on Monday, Tuesday, and Wednesday , Thursday and Friday are off, then we continue on Saturday-Sunday from 9AM-6 PM Job Description : Identifies, investigates and resolves users' problems with computer software and hardware Deliver service and support to end-users using and operating automated call distribution phone software and emails and troubleshoot issues. Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and troubleshoot events Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services Follow standard processes and procedures Identify and troubleshoot issues per Client specifications Redirect problems to appropriate resource Accurately process and record call transactions using a computer and designated tracking software Stay current with system information, changes, and updates Job Specification

Job requirements : Excellent written and oral English skills Excellent technical, diagnostic, and troubleshooting skills Being capable to manage between 20-30 inbound calls per shift and troubleshoot technical issues Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF and other basic business productivity software Working knowledge of IT system fundamentals and system management tasks Working knowledge of networking principles and operating systems Ability to clearly document and articulate technical issues in English Must be reliable and dependable, self-motivated and demonstrate a willingness to learn Ability to work closely with peers and other teams

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