Technical Support Advisor
Cupertino, California, Us
• Deliver consultative technical support to end-users via VoIP and email by carefully listening and communicating effectively to keep low AHTs, and maintain a high resolution rate for customer satisfaction.• Utilize Remote Desktop and similar programs (i.e. Bomgar, LogMeIn) to perform remote diagnosis, troubleshooting, updates, and repairs.• Perform troubleshooting steps to resolve technical issues, including computer hardware, software, and networks.• Communicate effectively with customers and team members to achieve and maintain the highest level of customer satisfaction by troubleshooting and resolving technical issues in a professional and timely manner.• Supporting technical and non-technical customers through hardware and security configuration, software installation, updates, and deployment for smartphones, tablets, laptops, and desktop computers.• Taking the initiative to participate in educational opportunities to remain professional and knowledgeable with the latest computer technology, security, changes, and updates.