Technical Customer Support Representative - Tier 1

Posting ID : A1068482307
Date Posted : 2015-08-18
Category : Technical Support

Company Summary: Industry leader in providing innovative solutions to small businesses nationwide. We are dedicated to providing products that allow local businesses to compete with their national competitors. Our product line-up includes cutting-edge time and attendance solutions, mobile payment solutions, as well as other cloud based services.

Position Summary: Experienced customer support professional providing support and customer service to external small business customers. The Technical Customer Support Representative will have excellent customer service skills, love to problem solve, working knowledge of networking concepts, device configuration and advanced operating system experience.

Key Responsibilities
Quickly learn new software, hardware and related concepts.
Cloud services deployment, support and troubleshooting.
Assist clients with technical support and customer service related issues via phone, chat and email.
Problem solves issues that may be non-standard and require resourceful, conceptual thinking.
Actively listen to customers, understand their issues and communicate resolutions effectively both verbally and written.
Work well under pressure with the ability to be patient and display empathy with the customer.
Ability to multi-task (phone, email, chat, projects) while remaining detail oriented.
Document customer interactions and knowledge solutions in CRM / ticket system.
Identify and escalate priority issues per customer specifications.

Preferred Qualifications
Excellent understanding of small business network topography, including routers, switches, and firewalls.
Knowledge of Windows, Mac and Linux.
Web based software support, familiarity with iOS and Android devices.
Ability to listen effectively; speak and write clearly and accurately.
Knowledge of relevant software applications and equipment.
Knowledge of customer service principles and practices.
Previous experience in help-desk technical role.
Technical degree or combination of relevant certifications and experience.
Reliable mode of transportation.

Monday - Friday 8:30am to 5:00pm
Occasional weekend shifts required.

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