Technical Customer Support Representative
September 17
Description
• Identify, investigate, and resolve customer questions or problems with computer software and hardware • Provide email, chat, and telephone support to end-users experiencing technical difficulties • Apply knowledge of computer software, hardware, and procedures to solve problems • Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions • Identify and escalate support situations requiring urgent attention • Track and route support requests via computerized ticketing system; thoroughly document resolutions • Stay current with product upgrades, system information, and business updates • Collaborate with other team members to research and resolve problems • Perform other related duties as assigned
Requirements
• Proficient with or the ability to quickly learn an array of computer hardware and software. • Thorough understanding of computer software and hardware, including desktop computers, network devices, and peripherals. • Excellent verbal and written communication skills • Excellent interpersonal and customer service skills • Professional and pleasant telephone manner • Ability to explain technical issues to technical and nontechnical customers • Strong analytical and problem-solving skills. • Proficient with Microsoft Office Suite or related software. • Willingness to have telephone conversations monitored for quality assurance.
Benefits
• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k) • Paid Time Off (Vacation, Sick & Public Holidays) • Short Term & Long Term Disability • Work From Home
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