Customer Support Technical Representative

Description

Customer Service: Provide exceptional service to internal and external customers by being courteous, polite, and friendly.

Issue Resolution: Address customer issues immediately to determine support needs and resolution paths.

Knowledge Base Utilization: Search Knowledge Base articles and Standard Operating Procedures for resolutions or escalate requests to higher support teams.

Technical Support: Provide first-level technical support through email, telephone, ticketing system, and other channels.

Needs Assessment: Guide customers in procedures for equipment requests, relocations, software installations, sign-on, or programming changes.

Documentation: Fully document resolutions and actions taken in the ITSM ticketing system.

Team Collaboration: Assist team members on support projects and departmental operations.

Escalation: Consult with team lead on escalated tickets and follow-ups.

Teamwork: Maintain excellent teamwork on all assigned and scheduled support projects.

Professionalism: Be punctual and ready to perform duties and assignments, whether working in the office or remotely.

Administrative Tasks: Complete timesheets, compliance training, and shift changes independently.

Additional Duties: Perform other duties and special projects as assigned by senior tier members or Customer Support Leadership.

Skills & Qualifications

Must have Skills:

- At least 1 year of customer service, highly prefer call center experience (about 20-30 calls a day)

- Strong verbal and written communication, Must be able to clearly communicate in English

- Comfortable navigating on a computer

- Proven ability to multi-task with customer intake process concurrently: Calls, Remedy Tickets, and Chat

Preferred:

- bachelors degree (especially, a degree in Computer Science, Information Technology, Computer/Data Systems Management)

- salesforce or ServiceNow experience (think ticketing and resolution experience)