Description

Duties/Responsibilities
identifies, investigates, and resolves users problems with computer software and hardware. Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns. Consults with users to determine steps and procedures taken to identify and resolve the problem. Applies knowledge of computer software, hardware, and procedures to solve problems. Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions. Collaborates with other staff to research and resolve problems. Collaborates with programmers to explain errors and/or recommend modifications in programs. Arranges service by software or hardware vendors to repair or replace defective products. Maintains knowledge of technology innovations and trends. Performs other related duties as assigned.

Qualifications

"- Bachelor's degree in a related field (such as business, communications, or customer service) preferred
- 1-3 years of experience in a quality assurance role within a BPO or customer service environment
- Excellent communication skills, both written and verbal
- Strong analytical skills and attention to detail
- Experience with quality monitoring software and tools
- Ability to work independently and in a team environment
- Strong organizational and time management skills"