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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