TECHNICAL SUPPORT REPRESENTATIVE
Classification: Exempt
Reports to: Chief Operating Officer
Job Summary:
NGUBA CONSULTANCY is seeking to fill the position of a Technical Support Representative to provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.
Education and Experience:
•Bachelor’s degree in Computer Science or related field preferred.
•At least three years of experience in customer technical support highly preferred.
Duties/Responsibilities:
•Identifies, investigates, and resolves users’ problems with computer software and hardware.
•Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
•Consults with users to determine steps and procedures taken to identify and resolve the problem.
•Applies knowledge of computer software, hardware, and procedures to solve problems.
•Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
•Collaborates with other staff to research and resolve problems.
•Collaborates with programmers to explain errors and/or recommend modifications in programs.
•Arranges service by software or hardware vendors to repair or replace defective products.
•Maintains knowledge of technology innovations and trends.
•Performs other related duties as assigned.
Required Skills/Abilities:
•Excellent verbal and written communication skills.
•Excellent interpersonal and customer service skills.
•Professional and pleasant telephone manner.
•Ability to explain technical issues to technical and nontechnical employees and customers.
•Strong analytical and problem-solving skills.
•Proficient with Microsoft Office Suite or related software.
•Proficient with or the ability to quickly learn an array of computer hardware and software.
Other Duties
*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.