Technical Support Representative
- Hiring from
- United States
- Work type
- Remote
- Posted
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About Us
Job Description
This is a remote position.
Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture.
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Determines eligibility by comparing client information to requirements
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Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
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Utilize active listening and empathy skills
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Strive to meet or exceed call center metrics and service levels
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Schedule and engage in follow-up calls with clients regarding on-going technical issues
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Resolve technical escalations from the Product Support phone and chat team
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Troubleshoot issues which may occur during database updates, new software installations, and server migrations
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Track and monitor all client interactions using Salesforce CRM system
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Coordinate with peers to provide proper coverage for all appointments
Requirements
Requirements
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1-2 years of experience in a customer service/support role is required
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1-2 years of computer application-based technical support experience or IT experience is required
Qualification
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Previous call center experience is required
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Excellent verbal and written communication skills are required with emphasis on phone etiquette
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Works hard with little supervision
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Detailed-oriented with exceptional documentation skills
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Working knowledge of Microsoft Windows administration tools
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Basic understanding of Microsoft SQL Server
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Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
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Apple iPad & Parallels knowledge is a plus
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Familiarity with HIPAA regulation is preferred
