Technical Customer Service Representative

Technical Customer Service Representative

The Technical Customer Service Representative is energetic, courteous, and willing to aid and support internal associates requesting technical assistance. The individual is responsible for providing first level technical support and customer service to our clients via phone, email, and chat. The Technical Customer Service Representative will be the primary point of contact for customer support requests and will be responsible for documenting/identifying the technical issue, utilizing documentation to attempt to remediate the situation, and escalating to resolving technical issues while providing excellent customer service and building a positive rapport across a variety of personality types.

Essential Job Functions

• Conducting every interaction with a customer focused courteous approach that will ensure first call or ticket resolution.
• Provide technical support and customer service to clients via phone, email, and chat.
• Diagnose and resolve basic technical issues related to software, hardware, and networking.
• Escalate complex issues to leadership or team technical staff.
• Create and maintain support documentation, including user manuals, knowledge base articles, and troubleshooting guides.
• Assist in the testing and validation of software updates and new releases.
• Work with cross-functional team members to ensure timely resolution of customer issues.
• Assist in the testing and validation of software updates and new releases by providing feedback to leadership.
• Manage inventory of hardware and software products, including ordering, tracking, and stocking and regularly providing this information to internal departments.
• Continually maintaining a working knowledge of our processes and procedures to enhance customer satisfaction.
• All other duties as assigned.

Knowledge & Experience

• High School Diploma or GED required.
• 1-2 years' experience in providing outstanding customer service in a professional office environment.
• 1 year experience using a ticketing system.
• Basic hardware and software troubleshooting skills.
• Basic technical knowledge and proficiency of Windows 11 and Office 365 Product Suite.
• Strong attention to detail, dependability, and follow through.
• Excellent verbal and written communication skills.
• High sense of urgency with excellent researching abilities.
• Fundamental IT Certification preferred.

Machines and Equipment

The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.

Physical Activity

Must be able to lift and carry up to 50 pounds. Must be able to talk, listen, and speak clearly on the telephone.

Working Conditions

The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.