remote
Technical Support Analyst - binarystream
Software Engineer
Seeking a Technical Support Analyst to provide excellent customer service and resolve technical issues. This role requires strong troubleshooting skills and experience with IT support systems.
About the role
Key Responsibilities
- Provide first-level technical support to customers via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network issues.
- Document all support interactions and resolutions in a ticketing system.
- Escalate complex issues to senior support staff when necessary.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Contribute to the knowledge base by creating and updating support articles.
Requirements
- Proven experience in a technical support or IT help desk role.
- Strong understanding of common operating systems and software applications.
- Excellent communication and interpersonal skills.
- Ability to diagnose and resolve technical problems efficiently.
- Familiarity with ticketing systems and remote support tools.