CUSTOMER SERVICE

Job Title: Customer Service Representative

Job Type: (Remote)

Job Summary

The Customer Service Representative — Technical Support is responsible for providing technical assistance to customers experiencing issues with products, services, applications, devices, or account access. This position combines strong customer service skills with technical troubleshooting to identify problems, provide clear solutions, document support interactions, and ensure customer issues are resolved efficiently.

Key Responsibilities

• Respond to customer technical support inquiries through phone, email, chat, and other support channels.

• Diagnose and troubleshoot basic hardware, software, application, connectivity, and account-related issues.

• Guide customers through step-by-step troubleshooting procedures in clear and easy-to-understand language.

• Ask appropriate questions to identify the cause and scope of technical problems.

• Assist customers with product setup, configuration, installation, updates, and basic troubleshooting.

• Troubleshoot common internet, Wi-Fi, VPN, email, login, password, and connectivity issues.

• Provide assistance with supported applications, websites, mobile applications, and customer portals.

• Verify customer identity, account information, device details, and relevant technical information as required.

• Create, update, and manage technical support tickets and customer service cases.

• Accurately document customer issues, troubleshooting steps, solutions, and follow-up requirements.

• Use knowledge bases, technical documentation, troubleshooting guides, and support tools to resolve customer issues.

• Escalate complex or unresolved technical issues to Level 2/3 technical support or specialized teams.

• Provide customers with status updates regarding open or escalated technical issues.

• Follow up with customers to confirm that technical issues have been successfully resolved.

• Maintain current knowledge of supported products, services, applications, systems, and technical procedures.

• Identify recurring technical issues and communicate trends to supervisors and technical teams.

• Provide basic guidance on safe technology use, password security, account protection, and other relevant security practices.

• Meet established response-time, resolution-time, quality, customer satisfaction, and service-level targets.

• Follow technical support procedures, escalation guidelines, security policies, and customer service standards.

• Maintain professionalism and patience when assisting customers with technical problems.

• Protect customer information, credentials, and confidential data.

• Participate in technical training, coaching, quality reviews, and process improvement initiatives.

• Recommend improvements to support documentation, troubleshooting procedures, and customer service processes.

Qualifications

• High school diploma or equivalent required.

• Associate degree or technical certification in Information Technology, Computer Science, or a related field preferred.

• 1–3 years of experience in technical support, customer service, help desk, call center, or a related role.

• Basic understanding of computers, operating systems, software applications, and networking.

• Strong troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills.

• Strong customer service and active listening skills.

• Ability to explain technical information to customers with different levels of technical knowledge.

• Ability to remain calm and professional when dealing with frustrated customers.

• Basic proficiency with Microsoft Windows, web browsers, email, mobile devices, and common productivity applications.

• Ability to work effectively in a high-volume customer support environment.

Preferred Qualifications

• CompTIA A+, Network+, or similar technical certification.

• ITIL Foundation certification.

• Experience with CRM and technical support platforms such as Salesforce, Zendesk, ServiceNow, or similar systems.

• Experience with remote-support or remote-desktop tools.

• Knowledge of Microsoft 365 applications.

• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN technologies.

• Experience supporting mobile devices, applications, and cloud-based services.

• Experience with knowledge-base and ticket-management systems.

• Bilingual or multilingual communication skills where required.

Key Skills

• Technical Support

• Customer Service

• Help Desk Support

• Technical Troubleshooting

• Issue Resolution

• Active Listening

• Problem Solving

• Hardware & Software Support

• Windows / macOS

• Microsoft 365

• Network Troubleshooting

• Wi-Fi / VPN Support

• Account & Password Support

• CRM Systems

• Ticket Management

• Remote Support

• Escalation Management

• Knowledge Base Management

• Customer Experience

• SLA Management

Core Competencies

• Technical Troubleshooting: Ability to diagnose and resolve common technical issues efficiently and accurately.

• Customer Service: Ability to provide patient, professional, and customer-focused technical assistance.

• Communication: Ability to explain technical concepts and troubleshooting instructions clearly to non-technical customers.

• Problem Solving: Ability to identify the likely cause of technical issues and determine appropriate solutions.

• Active Listening: Ability to understand customer concerns and gather relevant technical information.

• Escalation Management: Ability to recognize issues requiring specialized support and provide complete information for effective escalation.

• Documentation: Ability to accurately document customer issues, troubleshooting steps, resolutions, and follow-ups.

• Security Awareness: Ability to protect customer information and follow authentication, privacy, and security procedures.

• Time Management: Ability to manage multiple customer cases while meeting established response and resolution targets.