Position: Call Center Technical Support Representative
Company: Klik-Solutions
Experience required: 1y
English level: fluent

We are a US-based IT managed service provider (almost like a remote IT department for our corporate clients) with an office in Ukraine.
To perfect our client's experience with us, we are looking for a skilled and customer-oriented individual to join our team as a Call Center Technical Support Representative.
This is an entry-level position with growth opportunities within different departments of our team.

In this role, you will provide exceptional technical assistance and support to customers over the phone, addressing their technical queries and resolving any issues they may encounter. The ideal candidate should possess excellent communication skills, a strong technical aptitude, and the ability to work well under pressure in a fast-paced environment.

Responsibilities:
- Handle incoming customer calls and provide technical support in a professional and courteous manner.
- Identify and assess customers&#39; technical issues, troubleshooting problems, and offering effective solutions.
- Ensure accurate and timely documentation of customer interactions, including issue description, resolution steps, and follow-up actions.
- Collaborate with customers to diagnose and resolve software and hardware problems remotely, utilizing remote access tools if necessary.
- Guide customers through the installation, configuration, and operation of various software
applications and hardware devices.
- Escalate complex technical issues to the appropriate support teams or senior technicians, ensuring prompt and satisfactory resolution.
- Maintain up-to-date knowledge of company products, services, and technological advancements to effectively address customer inquiries and provide accurate information.
- Provide product education and guidance to customers, assisting them in maximizing the value and functionality of their software and hardware solutions.
- Adhere to established service level agreements (SLAs) and performance metrics, ensuring high-quality customer service and achieving individual and team targets.
- Continuously strive to improve personal and team performance through self-motivation, training, and development opportunities.
- Collaborate with cross-functional teams, including Sales, Engineering, and Product Development, to provide feedback and contribute to product enhancements and process improvements.

Qualifications:
- High school diploma or equivalent; additional technical certifications or degrees are a plus.
- Proven experience in a technical support role or customer service environment.
- Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical individuals effectively.
- Strong troubleshooting and problem-solving skills, with the ability to think analytically and logically.
- Proficiency in computer systems, software applications, and hardware devices commonly used in call center technical support.
- Familiarity with remote access tools and basic network troubleshooting.
- Ability to multitask, prioritize, and manage time effectively to meet customer needs and service level agreements.
- Strong customer focus with a passion for delivering exceptional service and resolving customer issues.
- Ability to remain calm and composed in stressful situations, demonstrating patience and empathy with customers.
- Flexibility to work in shifts, including evenings, weekends, and holidays as required.
- Experience with CRM systems and ticketing software is preferred.

Join our team and become a valued member of our Call Center Technical Support team, providing top-notch service and technical assistance to our customers. Apply now and help us ensure customer satisfaction and success with our products and services.