Job Summary:
The Technical Support Representative works to provide world-class technical support to integrators and resellers to resolve hardware and software issues.
Duties/Responsibilities:
- Perform Technical Support by taking incoming calls, making outbound calls to customers and answering technical questions via email
- Thoroughly document step-by-step troubleshooting steps in Helpdesk Tickets after each call or email
- Accept and work technical support calls escalated from Service Representatives
- Provide internal Technical Support assistance through team’s internal chat program
- Collaborate with other Technical Support members verbally and provide information to others by utilizing knowledge-based articles
- Create, edit, and submit internal knowledge-based pieces to assist other team members in the future
- With direction, help to reproduce and resolve customer issues with software
Required Skills/Abilities:
- Ability to assist customers by phone or by email with a winning customer service attitude
- Ability to collaborate openly and effectively with other Technical Support team members
- Daily average of calls/tickets per day should be at a minimum between 7 and 15
- College degree preferred
- Experience in a customer-facing role such as Customer Service, Helpdesk or Technical Support
- Strong communication skills to troubleshoot, give customers technical assurance, and escalate issues properly
- Address and solve a wide array of complex problems
- Strong diagnostic skills to troubleshoot, identify and resolve issues
- Utilize available tools such as Knowledge Base, past HDTs, FAQs and training documents to solve customer issues
- Key communications contacts (internal/external) and level of persuasion required
- Ability to take direction and work well with others
- Must always maintain positive attitude and communication when dealing with customer or internal/external stakeholders
Other Requirements:
- Ability to handle physical work such as building equipment and test environments
- Ability to maintain a stationary physical position for prolonged periods of time
