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Technical Support Representative I

Work with the best

Work in a fast-paced call center (or sometimes remote) environment to take incoming technical calls from customers. You'll listen then analyze, troubleshoot and resolve technical issues for hardware/software. You may remotely configure and troubleshoot client's equipment or simply educate customers. In the event the issue cannot be resolved, you would escalate the call to the next tier of support or arrange dates, times & access arrangements for a service call. You’ll utilize multiple computers and databases to record of the results of your interactions.

Job Responsibilities:

  1. Answer incoming customer calls and provide assistance to user issues
  2. Interact and coordinate with other departments to resolve customer issues
  3. Determine further action or final completion on customer cases received.
  4. Test, analyze and clear customer reported trouble
  5. Prepare reports and process paperwork
  6. Interpret customer records and repair tickets
  7. Escalate customer trouble issues when appropriate

Skills Required:

  1. Basic computer operations including Internet and email protocols, connectivity and understanding of Internet Networking
  2. PC and hardware troubleshooting
  3. Strong customer service skills
  4. Solid problem solving skills with proficient attention to detail
  5. PC and networking expertise
  6. Solid communication skills (English)
  7. Internet, networking and email protocols
  8. Office Suite

Special Requirements:

  1. Ability to sit in front of computer for prolonged periods of time
  2. You will wear a headset
  3. Ability to multitask between systems
  4. Analytical thinker with technical aptitude
  5. Ability to quickly adapt to change

Educational Background and Work Experience:

  1. BS IT/Computer Engr/Computer Science Graduate or any related computer related education
  2. 2 years minimum work experience with call center, but not required
  3. Knowledgeable in Active Directory and Network TCP/IP; Printer Spooler