Senior Associate/Specialist, Technical Support

Job Description Senior Associate/Specialist, Technical Support

Job Location: Remote

About the Role Technical Experts for Just Answer (JA) is a passionate group of individuals that cater to one of the largest service categories out of 700+ services that the company provides to the customers round the globe. As part of Tech Support team, you will work to deliver consistently high-quality customer service and maximize the productivity by providing quality solutions to the customers in minimal time.

What Youll Do

• Interacting with the customers over chat and voice process and understanding their problem.

• Solving queries related to desktop, laptop, printer, scanners, networking, and any other technical issue.

• Troubleshooting hardware/software/login related problems daily via remote sessions and calls as and when customer needs that.

• Maintaining strong operational metrics (low refund rate, productivity and CSAT scores). • Identify trends in customer questions and make recommendations to the Expert Ops team on recruiting, training, and communication gaps.

What Were Looking for

• Overall experience of 3 to 5 or more years preferred.

• Above 3 years experience in Tech support role.

• Proficiency in troubleshooting over Phone calls.

• Strong computer skills needed to research, diagnose, troubleshoot and identify solutions.

• Flexibility to work in rotational shifts. We are 24X7 and we have rotational shifts with rotational week offs. Frequency of rotation depends on business requirements and at times case basis. Majority of our volume is from US and UK, thus majority of our workforce is in the evening or night shifts.

• Hands-on experience with Windows/Mac OS Environments.

• Familiarity with remote desktop applications and help desk software.

• Good understanding of computer systems, Printing/scanning devices and other tech products. • Excellent written and oral communication skills in English.

• Passion for Quality Customer Service and ability to handle difficult customers.

• Self-motivated and driven. Job Description Senior Associate/Specialist, Technical Support