Technical Support Representative

Round Rock, TX - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

Overview

As a Technical Support Representative - Level 1 you will provide tier 1 or tier 2 support based on training and knowledge in a fast-paced communication center to resolve technical issues in a variety of methods such as alarm monitoring emails and chat. You will analyze troubleshoot and resolve technical issues for various types including connectivity installation and equipment defects. You may remotely configure and troubleshoot clients equipment or simply educate the event that an issue cannot be resolved you will escalate to the next tier of support or arrange dates times and access arrangements for a service call. Youll utilize multiple computers and databases to record the results of interactions.

Responsibilities

Provides answers to clients by identifying problems; researching answers; guiding clients through corrective steps.
Research required information using available resources.
Respond to tickets resolve underlying issues and document occurrences and solutions.
Identify and escalate priority issues per Client specifications.
Contribute to internal knowledge base.
Improves system performance by identifying problems; recommending changes.
Follow up and make scheduled callbacks to customers where necessary.
Stay current with system information changes and updates.

Qualifications

The ideal candidate will satisfy the following requirements and qualifications:

World-class customer service skills
Excellent analyzation skills
Problem solving capabilities
Proficient computer skills in remote desktops G-Suite and OS navigation
Demonstrated proficiency in typing and grammar
Ability to organize documents and records as well as detailed note taking.
High School diploma or General Education Degree
Experience in Help Desk Energy Management HVAC or Electrical is preferred

#IND

Required Experience:

Unclear Seniority

OverviewAs a Technical Support Representative - Level 1 you will provide tier 1 or tier 2 support based on training and knowledge in a fast-paced communication center to resolve technical issues in a variety of methods such as alarm monitoring emails and chat. You will analyze troubleshoot and resol...