BPO Technical support

BPO technical support job description

This job description outlines the responsibilities, qualifications, and skills required for a Technical Support role within a Business Process Outsourcing (BPO) environment. 

Job summary/objective

Provide technical assistance and troubleshooting to customers or internal staff, addressing issues related to hardware, software, and network connectivity. Diagnose and resolve technical problems efficiently and effectively, ensuring user satisfaction and minimizing disruptions. 

Responsibilities

• Provide technical support via phone, email, or chat, responding promptly to inquiries and resolving issues.
• Troubleshoot hardware, software, and network problems, diagnosing faults and implementing solutions.
• Install, configure, and maintain computer systems, applications, and network components.
• Escalate complex or unresolved technical issues to higher-level support or specialized teams as needed.
• Provide timely and accurate feedback to customers, keeping them informed of the status of their requests.
• Document all support activities, including steps taken to resolve issues, in a tracking system.
• Maintain accurate records of customer interactions and technical resolutions.
• Collaborate with other technical teams to ensure seamless problem resolution.
• Identify opportunities to improve processes and workflows within the technical support team.
• Maintain a positive attitude and remain calm under pressure, especially during challenging situations.
• Stay updated on relevant technologies and trends, participating in training and development programs.
• May also include:
• Walk customers through common phone hardware and software configurations to maximize service functionality.
• Assisting with installation of Ethernet and Coaxial cabling as well as various network or security systems. 

Qualifications

• High school diploma or equivalent; a degree in computer science or information technology is advantageous.
• Prior experience in technical support, desktop support, or a similar role.
• Proficiency in operating systems such as Windows, macOS, or Linux.
• Experience with remote desktop applications and help desk software.
• Knowledge of networking principles and operating systems. 

Skills

• Excellent problem-solving and troubleshooting skills.
• Strong verbal and written communication skills to clearly explain technical concepts.
• Ability to learn new software and hardware quickly and adapt to changing technologies.
• Strong customer service focus and interpersonal skills.
• Time management and ability to prioritize and manage multiple cases simultaneously.
• Attention to detail and a process improvement mindset. 

Desirable skills (optional)

• Certification in Microsoft, Linux, or Cisco technologies.
• Experience in programming, HTML/CSS, or scripting languages.
• Knowledge of specific software relevant to the industry or client