TECHNICAL SUPPORT REPRESENTATIVE

Classification: Exempt

Reports to: Chief Operating Officer

Job Summary:

NGUBA CONSULTANCY is seeking to fill the position of a Technical Support Representative to provide technical assistance and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.

Education and Experience:

• Bachelor’s degree in Computer Science or related field preferred.

• At least three years of experience in customer technical support highly preferred.

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.

Required Skills/Abilities:

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.

• Professional and pleasant telephone manner.

• Ability to explain technical issues to technical and nontechnical employees and customers.

• Strong analytical and problem-solving skills.

• Proficient with Microsoft Office Suite or related software.

• Proficient with or the ability to quickly learn an array of computer hardware and software.

Other Duties

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.