Customer Technical Support

Company Description

PCin is a computer and mobile service provider that offers a wide range of repair and support services, including PC Technical Support, Repair/Troubleshooting, Setup/Installation, Training/Tutoring, and System Security Testing. The company also provides Wired/Wireless Networking, Hardware/Software Upgrades and Installations, Operating System Updates, Anti-Virus Installation/Removal and other services to ensure customer satisfaction.

Role Description

This is a full-time remote Customer Technical Support role. The Customer Technical Support staff provides technical assistance to customers via various channels, including phone calls, email, chat, and screen-sharing sessions. They diagnose and troubleshoot technical issues, provide software and hardware support, and ensure customer satisfaction with the services provided. Other tasks include documenting customer interactions and creating technical guides and manuals to aid customer self-resolution.

Qualifications
. Technical Support, Troubleshooting, and Analytical Skills
 Customer Support and Customer Satisfaction Skills
 Excellent communication and active listening skills
 Experience in IT-related job and information systems
 Ability to understand and explain technical issues in a clear and simple manner to customers
 Certification in computer repair, networking, or a related field is a plus
 Ability to multitask and prioritize customer issues based on urgency and impact
 Fluent in written and spoken English

MAIN TASKS
 After receiving potential customers email, analyzing problem. Some computer software problems can be solved by remote desktop. If problem related to physical computer or mobile phone repair customer will be provided with pricing for part and replacement pricing. If customer don't know the cause of the problem will appointment be set for physical troubleshooting.
 After physical troubleshooting done, you will be responsible for checking for replacement part in our supplier databases and providing customer with pricing. For some cases where suppliers dont have required parts you will be obligated to find new optimal sources.
 Remote desktop troubleshooting and problem solving. Slow computer, email stop working, driver reinstallation, new software installation etc.
 Other technical tasks,