Technical Support Representative

The Technical Support Representative is responsible for handling incoming calls, emails and chat requests received via direct contact or Technical Support line. Shift Hours: Monday-Friday 11:00am-7:30pm EST.

Responsibilities

Answer incoming calls to the department via the automated call distribution center or direct line and provide callers with needed assistance; Provide callers with training and troubleshooting support to address problems or concerns; Respond to email messages and chat requests and work with customers to resolve issues; Document all calls and interactions including emails and chat requests in the Call Center database; Arrange for product repairs when necessary; Update customer demographic or personal information in the database; Escalate problems/issues when warranted; Perform various other tasks as assigned

Requirements

High School diploma; Interpersonal skills, oral and written communication skills; Annunciation and effective customer service phone skills; Ability to adapt communication style to better respond and meet the needs of the caller; Microsoft Office Word and Outlook; Windows navigation skills; Keyboarding skills; Customer service orientation; Ability to maintain composure during stressful situations; Troubleshooting skills; Detail oriented; Able to sit at a desk for a prolonged period of time

Nice to have

Associate Degree in Information or Computer Science preferred; Previous call center experience a plus; Fluent in Spanish or French a plus; Familiarity with database applications, spreadsheets, relational databases a plus; Win CE operation systems experience preferred