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The technical support representative will be on the frontline of customer support. This role is focused on helping to resolve technical issues the end users encounter either remotely or onsite. They are responsible for documenting the issue accordingly as well as the resolution. If the issues are of a complex nature the technical support representative is responsible for escalating the issue to another team member with the appropriate skill set.
Responsibilities include, but are not limited to:
Initial assessment, triage, research, and resolution of incidents and requests regarding technical difficulties the end-user is experiencing. Strives for first call resolution.
Collects information and diagnoses issues through constructive customer conversation and use of available support tools.
Addresses and resolves Tier 1 & Tier 2 incidents and requests regarding hardware, software or networking with quality documentation; logs all incidents and requests; engages other departments to resolve incidents that are beyond the scope of their ability.
Assist customers install applications and computer peripherals.
Takes ownership of issues and actively facilitates resolutions.
Uses the appropriate categorization when logging incidents.
Creates a positive customer support experience through excellent problem-solving skills, ensuring timely resolution or escalation of issues, communicating effectively with the end-user, and handling the end-user with a friendly professional attitude.
Creates an environment of teamwork so the needs of the client and our team are met.
Ensures the best client experience and creates positive customer experiences.
Takes pride in his/her work and demonstrates outstanding professionalism.
Contributes to and increases the general knowledge of the team to assist in increasing the ability to resolve issues on first contact
Be present at work during regularly scheduled working hours and as needed in the job position, consistent with attendance expectations.
Create tickets if customer calls or emails regarding a support request.
Close tickets upon completion and adds appropriate notes to tickets after each customer contact.
Required Core Competencies
Excellent written and verbal communication skills.
Willingness to learn new systems and programs.
Ability to work in a fast-paced, ever changing start-up environment.
Exercise strong problem-solving skills.
Strong organizational skills.
Positive attitude and a team player.
A+ and or Network + certification preferred.