Technical Support Specialist

vor 4 Wochen

Frankfurt am Main, Hessen, Deutschland Primemissions GmbH Vollzeit

We are seeking a skilled Help Desk Technician to deliver prompt and effective technical support for computer systems. Your role will involve addressing inquiries regarding fundamental technical challenges and providing guidance to resolve them. A proficient Help Desk Technician should possess strong technical expertise and the ability to communicate clearly to comprehend the issue and articulate its resolution. Additionally, they must be customer-focused and patient when interacting with challenging clients. The objective is to generate value for clients that will contribute to maintaining the company's reputation and success.

Key Responsibilities
  • Act as the initial point of contact for clients requesting technical support via phone or email
  • Conduct remote troubleshooting using diagnostic methods and relevant inquiries
  • Identify the optimal solution based on the customer's issue and details provided
  • Guide the customer through the troubleshooting process
  • Escalate unresolved issues to higher-level support staff
  • Offer precise information regarding IT products or services
  • Document incidents and their resolutions in logs
  • Follow up and update customer status and information
  • Relay any feedback or suggestions from customers to the appropriate internal teams
  • Recognize and propose potential enhancements to procedures

Qualifications

  • Demonstrated experience as a Help Desk Technician or in a similar customer support position
  • Technologically adept with practical knowledge of office automation tools, databases, and remote access
  • Solid understanding of computer systems, mobile devices, and other technology products
  • Capability to diagnose and resolve basic technical problems
  • Fluency in English
  • Exceptional communication abilities
  • Customer-oriented with a calm demeanor
  • Bachelor's degree in IT, Computer Science, or a related field

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