The Technical Support Representative works to provide world-class technical support to integrators and resellers to resolve hardware and software issues.
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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