Technical Support Representative
Controller Job Description
A Technical Support Representative will provide technical support and answer user queries, assisting users in troubleshooting problems with their computer’s hardware or software. Besides, they also help customers solve technical problems related to products or services. Their job description involves providing responses and solutions to problems faced by users of a technology product or service.
Roles and Responsibilities:
• Identifies, investigates, and resolves user’s 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.
Typical duties of a Controller
Essential skills:
• 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.
Qualifications:
• Bachelor’s degree in computer science or related field preferred.
• At least one year of experience in customer technical support highly preferred.