Technical Support Agent Job Description Template
Our company is looking for a Technical Support Agent to join our team.
Responsibilities:
- Escalates calls to supervisor when necessary and appropriate;
- May perform other client specific duties as necessary and required by program/account;
- Other duties as assigned;
- Up-sells to customer upgrades as necessary;
- Maintains and updates customer information as necessary;
- Provides support and assistance as needed;
- Follow up with customers to ensure accurate resolution for their technical issues;
- Document problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool;
- Provide an extraordinary customer service experience.
Requirements:
- Ability to use phone and computer systems;
- Customer service skills;
- Knowledge of product/procedures;
- Excellent oral and written communication skills;
- Strong interpersonal skills;
- Demonstrate a positive attitude;
- Strong listening/comprehension skills;
- Patience/empathetic;
- Ability to stay composed and objective.