Key Responsibilities
- Installation and Configuration:
- . Installing, configuring, and setting up new hardware devices, such as TVs,
- LEDs, kiosks, computers, camera, printers, scanner and peripherals.
- . Troubleshooting and Problem Resolution:
- . Diagnosing and resolving hardware issues, such as computer startup
- problems, printer malfunctions, network connectivity problems, and
- peripheral device failures.
Software Support
.
- Providing basic software support, such as installing software updates,
- configuring software settings, and resolving software conflicts.
Customer Service
- Ensuring high-quality customer service delivery.
- . Handling escalated customer issues and complaints.
- . Identifying customer needs and expectations.
- . Implementing strategies to improve customer satisfaction.
Operational Efficiency
- Monitoring team performance and identifying areas for improvement.
- . Streamlining processes and implementing best practices.
- . Utilizing tools and technology to optimize service delivery.
- . Managing team schedules and resource allocation.
- . Documenting troubleshooting steps, solutions, and known issues to improve future support efforts
Quality Assurance
- Ensuring adherence to service level agreements (SLAs).
- . Implementing quality control measures.
- . Analyzing customer feedback and implementing necessary changes.
Required Skills and Qualifications
- Leadership Skills: Ability to lead, motivate, and inspire a team.
- . Communication Skills: Strong verbal and written communication skills.
- . Problem-Solving Skills: Ability to analyze problems and develop effective solutions.
- . Technical Expertise: Knowledge of relevant software and hardware.
- . Customer Service Skills: Empathy, patience, and a customer-centric
- approach.
- . Organizational Skills: Ability to manage multiple tasks and prioritize effectively.
- . Attention to Detail: Meticulous attention to detail and accuracy.
