Technical Support Representative

Technical Support Representative

The Technical Support Representative will be an integral part of our client's support team offering expert assistance for a wide range of technical issues to English-speaking clients over the phone and through remote access and tech support tools. The ideal candidate will have a strong background in BPO call center inbound phone calls from English-speaking clients, and extensive experience with troubleshooting both Apple Macbook and Windows PC environments.

Job Responsibilities

Job Responsibilities

• Over-the-phone troubleshooting, diagnosing, and repairing via remote access on complex technical issues involving Mac and Windows-based systems.
• Address slow computer performance, operating system reinstallation, Mac recovery, PC reset, malware and virus removal, driver updates, and email-related problems, especially with Microsoft Outlook.
• Troubleshoot hardware issues including hard drives, RAM, and power supplies.
• Resolve network and internet issues, browser problems with Google Chrome, and PC game crashes.
• Set up and troubleshoot printers on WiFi connections and resolve printer driver issues.
• Provide timely solutions, document issues effectively, and conduct thorough follow-ups with customers.
• Utilize sales skills to upsell support packages post-service resolution.
• Maintain organization, punctuality, and reliability as core professional attributes.