Technical Support Agent #2360
Position Summary :
Our partner, one of the world's foremost technology giants, is looking to add a Technical Support Agent to their team. In this role, you will be a key contributor to resolving technical support tickets related to hardware and software through the highest levels of quality customer service.
The ideal candidate is a motivated individual who enjoys working collaboratively on a team, proficiently fielding inbound calls, and effectively navigating various technical solutions.
You will be working in a fast-paced environment that will deliver a challenging atmosphere.
Experience and Education :
- High School Diploma / GED required.
- Experience in Tech Support, Customer Service, or Help Desk is required.
- Experience working in a Call Center Environment (a plus).
- Knowledge of external Point of Sale systems (POS) (a plus).
- Strong written and verbal communication skills.
Skills and Strengths :
- Technical Support (Hardware & Software)
- Customer Service
- Point of Sale systems (barcode scanners, receipt printers, credit card swipes, touchscreen monitors)
- Wiring diagrams
- Microsoft Office (MS Word, Excel, MS Outlook)
- Documentation
- Reporting
- Attention to Detail
- Time management
- Teamwork
- Judgment and Decision-Making
Primary Job Responsibilities :
- Take inbound calls or emails from end users and promptly provide technical assistance and exceptional customer service to resolve troubles with their system.
- Provide troubleshooting support for technical and non-technical customer issues.
- Obtain an understanding of assigned support items, identify the root cause and impact of issues, and determine the best course of action to fully address customer-reported software and hardware issues and requests.
- Gather all the customer’s issues and log them into a call tracking system. Ensure follow-up with customers on issues that cannot be solved immediately.
- Document all support activities, including troubleshooting steps and resolutions, in detail.
- Work with Quality Assurance and Development teams on bug fixes.
- Set up input orders for parts and replacement equipment.
- Create Returns for defective, missing, or returned parts and equipment.
- Assist with order fulfillment and shipping.
- Setup and configuration of new customer systems.
- Provide end-user training on system functions via online, onsite, and classroom.
- Update and maintain installation, assembly, and end-user documentation for all company products.
- Perform system testing as required.
- Take part in after-hours rotation schedule for emergency technical support.
- Keeping up to date with new company product offerings.
12 days ago