TechSupport Executive

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TechSupport Executive

Strong understanding of Business's working pattern and clientele.

  • Strong English communication skills.
  • A full understanding & regular use of all technical aspects of your role.
  • Deliver the highest quality of work that is accurate and on time.
  • To actively participate in all the activities of the office.

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until their technical issue is solved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate assistance to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting and also follow up for the payments
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

  • Proven work experience as a Technical Support Engineer
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal