Inbound Customer Care – Tech Support

Description: • Provide technical assistance to users through phone and email support (Inbound customer care, Level 1 Technical Support). • Diagnose and troubleshoot software-related issues to ensure quick resolution. • Guide users through troubleshooting steps for software, device settings, and connectivity problems. • Coordinate device exchanges when necessary. • Document all user interactions and troubleshooting steps for accurate tracking. • Identify and suggest improvements to troubleshooting guides and knowledge bases. • Escalate unresolved or complex issues to higher-tier support teams. • Stay updated on system changes and software updates to provide accurate support. Requirements: • Minimum 2 years of inbound contact center experience in technical support (Tier 1), ticket handling, chat, and call handling. • Clear understanding of computer basics, device features, and applications. • Basic knowledge of software troubleshooting with the ability to diagnose and resolve issues related to BI applications. • Strong computing skills and troubleshooting ability. • Clear and effective verbal and written communication in professional English is a must. • College or university degree is a plus. • Internet: Broadband connection with Ethernet-based LAN setup. • Hardware: Processor: 1.8 GHz or higher (64-bit preferred); RAM: 8 GB minimum; Available Storage: 10 GB minimum; Preferred Resolution: 1920x1080; Wired USB headset. • Operating System: Microsoft Windows 11 or later. • Shift Hours: 8 AM - 2 PM EST (Monday to Friday); Minimum Requirement: 5 hours per day; Flexibility to increase up to 7 hours/day as the project scales. Benefits: • Work from Home Flexibility of remote work. • Freelance Contract Project-based opportunities with long-term potential. • Career Development Opportunities to grow within the company. • Gamification Program Earn incentives and paid holiday hours based on performance. Apply tot his job