Technical Support Specialist I

Overview Technical Support Specialists will be responsible for answering inbound customer calls to provide exceptional support and resolution to technical issues related to hardware, software and network issues for PCs, mobile, and other networking devices. Responsibilities More than 3 years related technical internet troubleshooting experience. Excellent listening, analytical, interpersonal, and verbal and written communications skills are required. Experience in troubleshooting - Software installation, PC security, User account /email management, Operating System issues, Networking and Connectivity issues. Resolve hardware, software, and network issues. PC setup, diagnostic, and tuning - Windows and Mac OS. Home networking: setup, diagnostic and security. Removal of virus and spyware and addressing security/software applications. Activation, installation, and ongoing support of peripherals, PC, or network. Install tutorial sessions for software, peripheral use, and PC basics. Document incident status and solutions in incident knowledge database. Ability to easily identify and articulate complex ideas and issues and give clear direction. Strong customer service experience with an emphasis on first call resolution and follow-through. Ability to achieve established goals and performance metrics. Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions. Regular, consistent, and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations. High degree of technical aptitude and f luent knowledge of Internet computer applications. Ability to organize calls efficiently and resolves complex customer issues. Android, Apple, Gaming Consoles, TVs, and Smart Home [Thermostat, Locks, Cameras, Lighting, Wireless Mouse/Keyboard, Webcams, etc. Previous experience troubleshooting software and hardware issues. Windows and MAC O/S, internet systems, and networking. Previous experience working with a contact center management database. Previous experience working with a ticketing system. Understanding on the Order to Activate (02A) process for telecom service providers. Well versed with Contact Center KPIs. Requirements Any Bachelor's degree with good communication skills. Certification in Networking domain is added advantage. More than 3 years related technical internet troubleshooting experience. Excellent listening, analytical, interpersonal, and verbal and written communications skills are required. Experience in troubleshooting - Software installation, PC security, User account /email management, Operating System issues, Networking and Connectivity issues. Resolve hardware, software, and network issues. PC setup, diagnostic, and tuning - Windows and Mac OS. Home networking: setup, diagnostic and security. Removal of virus and spyware and addressing security/software applications. Activation, installation, and ongoing support of peripherals, PC, or network. Install tutorial sessions for software, peripheral use, and PC basics. Document incident status and solutions in incident knowledge database. Ability to easily identify and articulate complex ideas and issues and give clear direction. Strong customer service experience with an emphasis on first call resolution and follow-through. Ability to achieve established goals and performance metrics. Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactions. Regular, consistent, and punctual attendance. Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary. Ability to multitask between multiple tools and systems and apply information and knowledge to customer situations. High degree of technical aptitude and f luent knowledge of Internet computer applications. Ability to organize calls efficiently and resolves complex customer issues. Android, Apple, Gaming Consoles, TVs, and Smart Home [Thermostat, Locks, Cameras, Lighting, Wireless Mouse/Keyboard, Webcams, etc. Previous experience troubleshooting software and hardware issues. Windows and MAC O/S, internet systems, and networking. Previous experience working with a contact center management database. Previous experience working with a ticketing system. Understanding on the Order to Activate (02A) process for telecom service providers. Well versed with Contact Center KPIs. Any Bachelor's degree with good communication skills. Certification in Networking domain is added advantage.