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.