Technical Support Representative

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Job ID#: 13492

Great new Technical Customer Service Role!
Direct hire $45 to 55K
In office environment
Westchase location
 
Support work days/hours:
Mon.-Fri. – 7:00AM-8:00PM
Sat. – 7:00AM-6:00PM (Rotating)
Sun. – 7:00AM-6:00PM (Rotating On-call)

Accountabilities:

• Troubleshoot and provide first level technical support to customers.
• Handle incoming customer calls/emails, while remaining positive and focused, to respond accordingly to the reported issue/request.
• Ability to communicate and explain technical information to a non-technical person, to work towards resolving issue/request.
• Create and update Incidents, with attention to detail, to document requests/issues on ticketing system.
• Communicate and engage Customer as necessary.
• Update and reassign Incidents to the appropriate internal Customer or external business partners.
• Monitor and read all email to respond and assist accordingly. Includes personal and shared team mailboxes.
• Communicate issues/resolutions effectively to internal sales teams, internal support teams, external customers,
• and external business partners.
• Monitor and remain informed of existing and escalated Incidents to respond with urgency to resolve customer issues as soon as possible.
• Establish a positive, creative, and professional working environment with the Team.
• Offers suggestions for improved processes and working conditions.
• Other duties as assigned.

Requirements:

• Must have 2+ years of call center experience.
• Must have excellent communication, customer service and multi-tasking skills.
• Must maintain a high level of professionalism and sense of urgency.
• Proven advanced technical experience working with ticketing systems, Outlook, Word, Excel, and MS Teams.
• Associates/Technical Institute Degree/Certificate or College Course work/related field or equivalent work is a plus.
• Spanish is a plus.

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