Job Title: Tech Support Specialist
Job Location: Orlando FL 32826
Onsite Requirements:
- Experience with Inbound Call Center
- Excellent Customer Service
- Tech Savvy
Job Description:
- Receive inbound telephone calls, chat messages, and emails on product questions.
- Provide excellent customer service, technical troubleshooting, and problem resolution.
- Provide user-friendly explanations and follow-up using telephone, emails, and/or chat, and in person communication.
- Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
- Open trouble tickets using the trouble ticking tool (CSR) and document action steps and resolutions including follow-up.
- Ensure issues are fully documented within the CSR (trouble ticket tool) application that allows for seamless escalation to other personnel as required.
- Use professional judgment to resolve a problem.
- Escalate customer concerns as necessary to management, as required.
- Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution.
- Tier 2 or 3, you will assist and communicate with Tier 1 seasonal technical support and resolve reported problems.
- Provide assessment of existing systems and recommend improvement.
- Develop technical solutions to be posted to both internal and external knowledge base.
- Software testing of new and enhanced software applications.
- Perform other duties as assigned
** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply. **
