Technical Support Representative Full Time

• This role is responsible for resolving moderate to complex technical problems, providing comprehensive responses about services and products, and assisting customers proactively. The role collaborates with various teams to ensure seamless project outcomes, maintains customer relationships, recommends improvements, and coordinates departmental work while fostering positive relationships within the organization. The role operates independently, using established protocols to address customer concerns with moderate judgment.

Responsibilities

• Operates independently, adhering to established protocols to address customer concerns, with a degree of moderate judgment to complement the outlined process.
• Resolves technical problems of moderate to complex nature, encompassing hardware and software through incoming customer interactions and proactive notification systems.
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement, such as warranties, enterprise agreements, and even mission-critical support.
• Assists customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
• Works effectively with clients, programmers, QA testers, and managers to ensure seamless project outcomes.
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users.
• Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.
• Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.
• Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.
• Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 6-8 years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.

Preferred Certifications

NA

Knowledge & Skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Computer Science
• Desktop Support
• Help Desk Support
• Information Technology Infrastructure Library
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity

• Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.