Technical Support Agent job description
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What does a Technical Support Agent do?
The Technical Support Agent is a vital part of maintaining customer satisfaction by providing prompt and effective solutions to technical issues. This role involves troubleshooting, resolving hardware and software problems, and ensuring seamless operation of customer systems and applications.
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What are the Key Responsibilities of Technical Support Agent
- Respond to customer inquiries regarding technical issues.
- Diagnose and troubleshoot software and hardware problems.
- Provide step-by-step guidance to customers in resolving technical issues.
- Ensure timely follow-up on unresolved queries.
- Document issues and resolutions for future reference.
- Collaborate with IT specialists for complex problem-solving.
- Assist in setting up and configuring new systems.
What are the Skills and Requirements for a Technical Support Agent?
- Strong understanding of computer systems, networks, OS, and applications.
- Excellent problem-solving and analytical skills.
- Effective communication skills for non-technical audiences.
- Ability to work under pressure and manage multiple tasks.
- Customer service oriented mindset.
What are the KPIs to track for Technical Support Agent?
Performance is measured by customer satisfaction rates, resolution time efficiency, reduced return call rates, and first-contact resolution success.
Customer Satisfaction
Maintain a high customer satisfaction score.
Resolution Time Efficiency
Improve average resolution time for technical issues.
First Contact Resolution
Increase the percentage of issues resolved on the first contact.
Reports to
Technical Support Supervisor
Collaborates with
IT Specialists, Product Development Team
Leads
N/A
Are any specific tools or software required for the Technical Support Agent role?
- Zendesk
- LiveChat
- Microsoft Office Suite
- Remote Desktop Software
What is the qualification of Technical Support Agent?
Associate degree in Information Technology or related field preferred; 1-2 years of customer support experience required.
