• Respond to incoming technical support inquiries via phone, email, or chat in a timely and professional manner.
• Provide first-level support for hardware, software, and network issues.
• Diagnose and resolve basic technical issues, guiding customers through step-by-step solutions.
• Document problem descriptions, troubleshooting steps, and resolutions in the ticketing system.
• Identify complex issues that require higher-level support and escalate them to Technical Support Level 2 or appropriate teams.
• Assist users in understanding and navigating software applications and systems.
• Monitor system performance and user activity to proactively identify potential issues.
• Conduct basic checks to ensure systems are operating effectively.
• Perform periodic updates on the website, including date changes, content modifications, and basic maintenance tasks.
• Ensure accuracy and consistency in website information without requiring coding, design, or advanced development skills.
• Maintain and organize website update logs.
• Conduct research on Microsoft 365 Suite applications, such as Power Automate, Planner, Bookings, OneNote, Teams integrations, etc.
• Identify new features or tools within Microsoft 365 that could enhance productivity and streamline processes.
• Compile findings in reports or video demos to share with the team, detailing potential uses and benefits.
• Document all website updates and Microsoft 365 findings in an organized, accessible format.
• Collaborate with team members to ensure a smooth workflow and knowledge sharing.
Qualifications and Requirements
• Basic understanding of computer hardware, software applications, and networking concepts.
• Clear and coherent in both verbal and written communication skills for effective customer interaction.
• Ability to articulate technical information clearly and concisely to non-technical users.
• Ability to maintain a positive attitude and professionalism, especially when dealing with challenging situations or irate customers.
• Strong analytical skills with the ability to troubleshoot and resolve issues efficiently.
• Ability to work collaboratively within a team environment while also managing individual tasks.
• Organized and detail-oriented with excellent research and reporting skills.
• Ability to manage minor website tasks independently without the need for full-time oversight.
• Proficiency in Microsoft 365 applications, with a keen interest in exploring new tools and integrations.
• Flexibility to work on tasks outside regular tech support responsibilities, particularly suited for off-hours.
