Client-Focused IT Support Technician

Socket.dev

United States

Remote

USD 42,000 - 62,000

Full time

5 days ago

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Job summary

Socket.dev is seeking a competent IT Support Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them, with a strong emphasis on customer orientation and effective communication.

The role focuses on diagnosing and resolving basic technical issues, guiding customers through solutions, and escalating complex problems as needed.

Qualifications

Proven experience in a customer support role.
Tech savvy with working knowledge of office automation products, databases and remote control.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and resolve basic technical issues.
Proficiency in English and excellent communication skills.
Customer-oriented and cool-tempered.
BSc/BA in IT, Computer Science or relevant field.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.