sales-marketing technical support representative iii

Technical Support Representative III

Under little or no supervision, the Technical Support Representative is the first point of contact for the users who contact our IT Service Desk by telephone, email or other means. While providing the highest level of customer service, the Technical Support Representative responds to incoming calls, tracks all information in an incident management system and uses a knowledge base tool along with their expertise to resolve requests, complex inquiries and issues in a timely fashion. The Technical Support Representative escalates unresolved problem/issues/requests to senior agents and second tier resolution teams as needed. Troubleshooting end user issues for both internal and external customers on various software applications, hardware, network and telecommunications systems.

Duties and Responsibilities:

Serve as a single point of contact to our external customer and corporate employees for technology related issues.

Primary responsibility is to provide issue resolution to our external customers who use proprietary software produced in-house.

Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas.

Serving as an escalation point to junior agents, mentors on methods to improve listening skills, troubleshooting techniques, understanding and anticipating the needs of clients and providing appropriate recommendations for issue resolution.

Consistently conveys information in a positive, professional, effective and clear manner in individual and group settings and situations. Translates highly complex technical information to non-technical individuals.

Creates documentation relevant to support cases.

Research required information using available resources to resolve issues.

Accurately process and record support calls using the designated incident management system.

Identify and escalate priority issues to senior agents and resolution groups to provide solutions in a timely manner.

Maintains ownership of customer issues from cradle to grave and serving as an advocate for the customer.

Maintain customers informed of the status of their requests, performing follow up calls as appropriate.

Desktop support for internal customers.

Follow standard processes and procedures.
  • Qualifications/Requirements:
Minimum one (1) year experience in a call center environment. Experience providing support to external customers preferred.

Minimum two (2) years’ experience providing basic support and the understanding of information technology systems, PC and or Microsoft applications, telecommunications, and various software applications.

A solid understanding of the use of Remote Support tools to assist customers.

Familiar with SLA driven Service Desk software and ITIL fundamentals

High school diploma required.

Degree in a related discipline or 3 years prior relevant experience.
  • Comptia, Microsoft or HDI certifications are a plus

Experience troubleshooting Windows Operating Systems 7, 8 and 10, Office 2007-2013.

A solid understanding of desktop computer hardware.

Must have good critical thinking and interpersonal skills.

Fluency in both English and Spanish with excellent written and verbal communication skills in both.

Must be able to work under pressure and multitask when necessary, especially between systems.

Well-developed typing/keyboard skills required (40 WPM).

Analytical thinker with technical aptitude.

Works independently and efficiently manages time

Ability to quickly adapt to change.

Assumes responsibility for own personal development and continues learning.
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