IT Support Technician

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IT Support Technician
Our engineering industry client is seeking an IT Support Technician. The company provides excellent career progression opportunities.
The ideal candidate will have a strong background in IT support, excellent communication skills, and a passion for assisting customers. The role involves providing technical assistance to customers, resolving issues promptly, and ensuring a positive customer experience.
Key Responsibilities:
* Provide technical support to customers via various channels, including face-to-face interactions, phone calls, and online communication platforms.
* Utilize CRM systems for case logging, tracking, and resolution.
* Conduct product training sessions for customers to enhance their understanding and proficiency in using our software.
* Perform software testing to identify bugs, glitches, and potential improvements before product release
* Troubleshoot hardware and software issues, diagnose problems, and implement effective solutions.
* Guide customers through the resolution process, ensuring clear communication and understanding.
* Document all customer interactions, technical issues, and resolutions accurately and comprehensively within the CRM system.
* Collaborate with other team members to escalate complex issues and ensure timely resolution.
* Maintain a high level of professionalism and customer service at all times.
* Keep up-to-date with product knowledge, technology trends, and best practices in customer support.
* Assist in creating and updating support documentation, manuals, and knowledge base articles.
Requirements:
* Proven experience in IT support or a related field.
* Strong technical aptitude with expertise in Windows operating systems.
* Experience using CRM systems for case logging and management.
* Excellent communication skills, both verbal and written.
* Ability to interact confidently and effectively with customers of all technical levels.
* Demonstrated patience, empathy, and professionalism when dealing with customers.
* Ability to troubleshoot and resolve technical issues independently.
* Experience in documenting technical processes and procedures.
* Flexibility to work in a dynamic and fast-paced environment