Our Technical Support Representative job description includes the responsibilities, duties, skills, education, qualifications, and experience.
About the Technical Support Representative role
A Technical Support Representative provides technical support to customers by troubleshooting computer hardware and software, answering questions, and resolving customer issues. They diagnose problems, provide solutions, and ensure customers are satisfied. They may also install, configure, and maintain computer systems and peripherals.
Role Purpose
The purpose of a Technical Support Representative is to provide technical assistance to customers and end users. This includes responding to inquiries, troubleshooting technical issues, and resolving problems related to software, hardware, and peripherals. The Technical Support Representative is also responsible for providing customer service, ensuring customer satisfaction, and providing product training and guidance to customers. Additionally, the Technical Support Representative may be responsible for reporting technical issues and providing feedback to management.
Technical Support Representative Summary
The Technical Support Representative is responsible for providing technical support to customers via telephone and other communication channels. The successful candidate will be able to quickly and accurately identify customer needs, provide reliable solutions, and ensure customer satisfaction. This position requires excellent customer service skills, attention to detail, and strong problem solving and troubleshooting abilities. The Technical Support Representative must also possess strong communication and interpersonal skills, as well as the ability to work in a fast-paced environment.
Technical Support Representative Duties
- Answer customer inquiries through phone, email and chat
- Troubleshoot technical problems and provide solutions
- Identify and escalate priority issues
- Document technical knowledge in the form of notes and manuals
Technical Support Representative Skills
- Excellent communication skills
- Proficiency with computers and tech hardware/software
- Ability to diagnose and troubleshoot technical issues
- Ability to provide clear instructions
- Ability to remain calm under pressure
Technical Support Representative Requirements
- Excellent verbal and written communication skills
- Proficiency in troubleshooting software and hardware issues
- Strong customer service skills
- Ability to work independently and as part of a team
- Knowledge of computer systems and network security
- Ability to provide detailed and accurate technical support documentation
Personal Traits
- Excellent customer service skills
- Strong written and verbal communication skills
- Ability to troubleshoot technical problems
- Patience and empathy
- Ability to remain calm under pressure