Hard Skills
IntermediateTechnical TroubleshootingThe systematic process of identifying, diagnosing, and resolving hardware or software malfunctions for end-users.
ProficientCRM Software ProficiencyThe ability to navigate and effectively use Customer Relationship Management tools to log tickets, track user history, and manage workflows.
IntermediateTechnical DocumentationRecording detailed steps taken during a support session to update knowledge bases and inform future troubleshooting efforts.
Soft Skills
ProficientActive ListeningThe practice of fully concentrating on, understanding, and responding to a caller to accurately identify their technical issues.
ProficientEmpathy and PatienceThe ability to remain calm and demonstrate understanding when dealing with frustrated or non-technical users in high-pressure situations.