Technical Support (night shift) @ Cronysoft

We are searching for a Technical Support Manager for software house who is proficient in providing technical services for our company products.

Job description

• 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.

• Ability to communicate in American English accent. 

• Technical knowledge

• Customer interaction

• Time management 

• Job Type: Full-time

Timing: shift wise 4:PM to 1:AM, 7:PM to 4:AM & 2:AM to 11: AM(5 days a week)