Callnovo is seeking a Tier 2 Tech Support Specialist for our Software account. As a Tier 2 Agent, you will be instrumental in providing technical assistance to customers. Your responsibilities will include handling inbound and outbound calls, conducting remote sessions, diagnosing hardware and software issues, and delivering exceptional customer service to ensure customer satisfaction.
Role and Responsibilities:
- Handle inbound and outbound calls, offering technical assistance efficiently.
- Conduct remote sessions to diagnose and resolve technical problems.
- Engage in real-time chat communication with customers during remote sessions.
- Utilize diagnostic skills to troubleshoot technical issues and provide comprehensive solutions.
- Escalate identified issues to the appropriate teams or supervisors.
- Actively participate in service improvement initiatives.
Job Requirements:
- Strong troubleshooting skills and the ability to research solutions for complex technical issues.
- Proficiency in diagnosing PC hardware components and advanced knowledge of Windows OS.
- Basic knowledge of macOS is preferred.
- Understanding of viruses, malware, and antivirus software.
- Familiarity with drivers, hardware devices, email clients, and account configurations.
- Experience in data recovery processes.
- Must be fluent in English.
- Excellent organizational, multitasking, and communication skills.
Additional Information:
- Stable Long-Term Opportunity
- Work-from-home flexibility
- 8-9 hours per day, 5 days a week
- Servicing US Time
Job Type: Full-time
Pay: R10 000,00 - R14 000,00 per month
