- The Position : Level 1 Technical Support Expert (Non-Voice - Chat/Email)

Job Summary : We are looking for candidates experienced in providing excellent customer service to customers in a technical support environment process. This individual will provide the highest level of support including technical troubleshooting, account maintenance, customer education and triage/escalate issues to Level 2 and Customer Care team.

- The ideal candidate must be able to understand basic troubleshooting methodologies for a customer technology product with focus on customer service. They must have the ability to monitor, follow up and take complete ownership of customer cases.

Essential duties and responsibilities include :

- Respond to customer queries in a timely and accurate way, via phone chat or email

- Troubleshoot customer issues that are technical in nature; including hardware, software, networking, or other designated client products

- Utilize available tools and resources to accurately identify and address customer issues

- Ensure service delivered to our customers meets contractual Key Performance Indicators ('KPIs')

- Manage case closure with follow up to customers to ensure their inquiries and technical issues are resolved

- Detailed Case/Ticket documentation of the interaction with customers

- Follow appropriate escalation guideline and defined process to meet established goals

- Maintains through technical knowledge via laboratory activities and classroom training .

Education and Experience :

- Bachelor's degree or proven related experience in a customer support role

- Prior experience providing written support in a call center environment is highly desirable

- Consistence attendance work history

- Stability in work history with desired employment displaying tenure

Required Skills :

- Professional written and strong verbal communication skills

- Typing skills must be at least 30wpm

- Must pass the skill assessment exam

- Exceptional understanding and composition of grammar structure in English language

- Proficient personal computer skills and knowledge of office software applications

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