Technical Support Representative

Job Description

JOB DETAILS

REQUIREMENTS

• Technical Proficiency – proficient understanding of IT systems, Familiarity with support tools such as ticketing systems and remote desktop software.
• You must be a self-driven, self-learner
• Collaborative and driven to develop yourself and the team you’re part of.
• You have high compassion and you want to help all stakeholders.
• Excellent communication skills – verbal, written and electronic. .Excellent verbal and written communication skills are crucial for accurately understanding and resolving customer issues
• Exceptional phone presence and soft skills. Maintaining composure and patience when dealing with frustrated or upset customers. Upholding a professional demeanor and providing respectful and courteous service.
• You care — which means a natural attention to detail and investment in customer success.
• Self motivated with ability to think creatively to identify solutions for addressing customer needs.
• Ability to multitask and prioritize in a fast paced environment. Efficiently managing time to handle multiple tickets or customer interactions without compromising quality

• You’re kind and wily (in a good way).
• Accountable for upholding key performance metrics related to customer satisfaction, response times, and resolution times.
• Handling high-pressure situations calmly and effectively, especially when dealing with challenging customers or technical problems.
• Adaptability and Learning Agility – Willingness and ability to quickly learn new systems, technologies, and processes. Flexibility to adapt to changing work environments and customer needs, as well as a proactive attitude towards continuous improvement and self-development.
• Understanding of MSP operations and service delivery models

Must have skills:

• 2-3 years of IT Technical Support experience
• Firm understanding of RMM usage

Nice to have skills:

• Scripting Experience
• Quickbooks Experience
• PSA (ticketing, invoicing, estimates and procurement systems)
• Experience within our industry is a strong plus, including work with MSPs, as well as relevant experience outside the industry in software QA or related environments.

RESPONSIBILITIES

• Providing exceptional customer support/technical support.
• Gaining a deep understanding of our offered products.
• Addressing customer inquiries and educating them on our product.
• Providing Technical support via Telephone, Chat, and Email services.
• Helping connect customers with our sales and development teams.
• Manage multiple tasks in a fast-paced environment,
• Be a part of creating our ever-expanding Knowledge Base.
• Continuously train on new and upcoming product changes.
• Proactively communicating with customers: if an issue is being held up, check in every 24 hours so stakeholders feel taken care of.
• Helping the team keep a high level of customer happiness.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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