Technical Support Representative
Type of Employment
Per Diem / Part Time
Travel Requirements:
This job role may require up to 25% travel per month
More information about this job:
Job Summary:
As a member of the Technical Support team, the Technical Support Representative is responsible for several day-to-day tasks and ensuring prompt, courteous technical resolutions. The primary responsibilities include but not limited to fielding inbound calls and resolving technical issues. As well as commonly assisting with team projects, and questions.
Qualifications include an Associate’s degree or a minimum of two year’s experience in Help Desk/Technical Support (or equivalent combination of education and experience).
Essential Job Functions:
- Handle calls varying from printer setup to in-depth network analysis;
- Provide customer-focused support using clear and descriptive methods
- Manage and complete projects in a timely manner
- Determine source of problems (hardware, software, user access, etc.)
- Document resolutions for future reference both internally and externally
- Research and resolve customer focused technical issues in a timely manner
- Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally
- Other duties as assigned
Specific Requirements, Skills & Education:
- Minimum of 2 years technical support experience
- Technical Competence (understand software, hardware, networks, etc.)
- Strong Customer Service skills
- Ability to work independently as well as in a team environment
- Excellent troubleshooting and analytical skills
- Excellent communications; verbal and written
- Ability to handle stressful situations and deadline pressures
- Professional phone and typing skills
- Ability to communicate technical issues in a way that is understandable to non-technical customers
- Ability to maintain poise and productivity in a fast paced environment
- Ability to multi-task
Preferred Technical Knowledge
- Help desk/Technical customer support experience
- A+, Networking+, MCSA, CCNP or other certifications
- Experience in Help Desk in a technical support role
Education
- High School Diploma or GED; Tech certification (preferred) or equivalent combination of education and experience.