[VIV462] - TECH SUPPORT - CUSTOMER CARE AGENT

Your role: our agent troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new features, among other duties. our main goal as a team is to address our customers' needs. you will be the first contact with our customers from around the world, ensuring top quality assistance for our home automation platform and products. technical support responsibilities: - identifying hardware and software solutions - troubleshooting technical issues - diagnosing and repairing faults - resolving network issues - installing and configuring hardware and software - speaking to customers to quickly get to the root of their problem - providing timely and accurate customer feedback - talking customers through a series of actions to resolve a problem - following up with clients to ensure the problem is resolved - replacing or repairing the necessary parts - providing support in the form of procedural documentation - managing multiple cases at one time - testing and evaluating new devices - using a proper escalation process for cases that require higher tier investigation and/or development. **requirements: - prior experience in tech support, desktop support, or a similar role - knowledge of computer, internet, network usage, configuration, troubleshooting and/or technical orientation - attention to detail and good problem-solving skills. - the capability of searching solutions for new, unknown issues that may arise - excellent interpersonal skills. - good written and verbal communication. - quick learner, patient, organized, socia...