Technical Support Representative

2 days ago

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Description

• Provide proactive, seamless customer support in partnership with other internal departments and external vendors when deemed necessary. • Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of complex problems requiring an in-depth evaluation of various factors. • Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criteria for obtaining results. • Effectively manage customer escalations associated with complex problems. End results should be a high level of customer satisfaction. • Respond to customer inquiries with a high degree of professionalism. • Responsible for updating internal documentation regarding technology, troubleshooting, or software updates when needed. • Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience. • Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQ’s, Technical Tips, technical/functional specifications, etc.

Requirements

• Applicable Bachelor’s degree and 1-3 years related experience, or equivalent combination of education and experience. • Experience in a high-volume customer service environment providing world-class service. • Proven technical skills used to troubleshoot networking, Windows products, and iOS systems. • Working knowledge of SalesForce or similar CRM software. • Excellent interpersonal skills: able to forge strong working relationships with internal and external customers. • Professional, enthusiastic presence with the ability to effectively work independently and as part of a team. • Strong multi-tasking and prioritization skills, focusing on accuracy and on-time delivery. • Strong verbal and written communication skills. Strong analytical skills (system analysis, troubleshooting, etc.) • Strong focus on learning, with the ability to share knowledge and quickly learn and adapt to change.

Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k) • Life Insurance (Voluntary & AD&D) • Paid Time Off (Open PTO After One Year) • Short Term & Long Term Disability • Wellness Resources