IT Support Technician at Zeepo

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