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 , 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.
• 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.

Education and Experience:

• A Grade 12 certificate and at least a Computer Related certification.
• At least 1 year of experience in customer technical support highly preferred