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Responsibilities:
* Provide technical support to client employees and contractors via phone, chat, and email.
* Deliver high-quality customer service and professionalism in line with client policies and expectations.
* Diagnose and troubleshoot technical issues according to client standards.
* Document issues, troubleshooting steps, and resolutions in the ticketing system.
* Advocate for the caller, owning the issue from initial contact to resolution.
* Escalate complex unresolved issues to appropriate support teams.
Key Qualifications:
* Strong troubleshooting and problem resolution skills, with the ability to probe, isolate, and diagnose problems without scripted documentation.
* Excellent English communication skills, both oral and written.
* Professional etiquette in phone, chat, and email interactions.
* Effective time management and multitasking abilities.
* Flexibility and adaptability in a dynamic, demanding environment.
* Ability to maintain composure and focus in stressful situations.
* Teamwork motivation and skills for remote collaboration.
* Conceptual understanding of IP networking and basic troubleshooting.
* Knowledge of multi-tiered and web-based information systems architecture.
* Experience supporting Macs, iOS devices, Apple Watch, and Apple TV hardware and software.
* Experience troubleshooting macOS and iOS operating systems.
* Experience using IT service management or CRM systems for case tracking.
* Experience with knowledge base systems.
Additional Details:
* Seniority level: Mid-Senior level
* Employment type: Contract
* Job function: Information Technology
* Industry: IT System Training and Support
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