Job Purpose: Provide technical support, troubleshooting and assistance to consumers of the Kava App and related systems with technical, hardware, and software system problems such us but not limited to connection problems, inabilities to access data, slow performance, and inefficient programs.
Responsibilities
Diagnosing and troubleshooting technical issues, including account setup and network configuration
Asking customers targeted questions to quickly understand the root of the problem
Tracking Kava App system issues through to resolution, within agreed time limits
Researching and identifying solutions to software and/or hardware issues
Support in the development of programs to train the customers on how to properly use Kava products
Evaluation of the systems’ problems to recommend enhancements
Talking to clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalating unresolved issues to appropriate internal teams (e.g. software developers)
Providing prompt and accurate feedback to customers
Referring to internal databases or external resources to provide accurate tech solutions
Ensuring all issues are properly logged
Prioritizing and managing several open issues at one time
Following up with clients to ensure their technical systems are fully functional after troubleshooting
Preparing accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients
Requirements
Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with backend 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
Higher Diploma or Bachelors Degree in Information Technology, Computer Science or relevant field
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