IT Operations Manager (Technical Support Account)

Aspire Global Solutions

Philippines

0-2 Years

This job is no longer accepting applications

Posted 24 months ago

Job Description

Provide technical assistance and support to customers, both remotely and over the phone.
Troubleshoot hardware, software, and network issues to identify and resolve technical problems.
Diagnose and prioritize technical issues based on their urgency and impact on the customer's operations.
Offer step-by-step guidance and instructions to help customers resolve technical issues independently.
Document customer interactions, including problem descriptions, solutions, and follow-up actions, in a detailed and organized manner.
Escalate complex or unresolved technical issues to higher-level support or specialized teams as needed.
Stay up-to-date with product knowledge and technological advancements to provide accurate and relevant assistance to customers.
Communicate technical information in a clear and understandable manner to customers with varying levels of technical expertise.
Provide excellent customer service by demonstrating empathy, patience, and professionalism in all interactions.
Work in a team-oriented environment, collaborating with colleagues and sharing knowledge to improve technical support efficiency.
Follow established procedures and guidelines for technical issue resolution.
Adhere to service level agreements (SLAs) and response times to meet customer expectations.
Offer guidance and training to customers on product usage, best practices, and preventative maintenance.
Participate in on-call rotations for after-hours or weekend technical support when necessary.
Utilize remote desktop software and diagnostic tools to access and troubleshoot customer systems.
Address and prioritize customer inquiries and issues through a ticketing or tracking system.