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This question is about technical support representative resumes.
What does a technical support representative do?
A technical support representative does work to provide technical assistance and answers to users' questions by assisting users with troubleshooting problems related to computer hardware or software. Technical support representatives work in a call center or in the information technology department of an organization.
Technical support representatives may install equipment or help customers troubleshoot issues with a piece of equipment. Technical support is also responsible for maintaining records of customer interactions and collaborating with others to improve the company's system requirements.
Duties and responsibilities of a technical support representative:
Actively listen to customers to understand their issues or concerns
Interview clients to gather information useful in providing recommendations and solutions to a technical problem
Install, configure, and troubleshoot computer systems, servers, and network issues
Provide daily technical support services for information technology establishments
Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
Document and track customer issues using a ticketing system to ensure quick resolution
Maintain the security and integrity of the company database by setting access controls
Explain highly technical details to customers using simple, understandable terms
Participate in the development of information technology and infrastructure projects
Ensure compliance with service agreements to evade legal issues
Guide and direct the activities of less experienced tech support personnel
Maintain up-to-date knowledge of company products and services
Stay abreast with technological developments and trends
Educate customers on the features of company products/services to minimize technical challenges
Follow-up on customers to ensure their issues are completely resolved
Produce periodic reports of technical support operations to company management.
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