Technical success manager

Job Responsibilities:

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and network configuration

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Maintain jovial relationships with clients

Job Skills:

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Hands-on experience with Windows/Linux/Mac OS environments

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and troubleshoot basic technical issues

Familiarity with remote desktop applications and help desk software (eg. Zendesk)

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

BS degree in Information Technology, Computer Science or relevant field

Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

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