What are the responsibilities and job description for the Technical Support Representative position at Encore Strategic?
Job Description
Job Description
Are you passionate about problem-solving and providing top-tier support? This Florida based MSP is looking for a Technical Support Representative who will play a key role in delivering exceptional service to QuoteWerks customers. You'll troubleshoot and resolve technical issues through phone, email, and more while helping build a knowledge base and ensure customer satisfaction. This is an on-site position located in Orlando, FL.
We'll Provide :
Robust benefits package including health insurance, dental, 401K, PTO and holidays
Salary range of $55,000-$65,000
A set schedule of 845am-5 : 15pm to help promote work / life balance
Support / mentorship from supervisors and other team members
Opportunities for continued growth and learning
What You'll Do :
Provide technical support for QuoteWerks products, assisting customers via phone, email, and other channels to resolve issues efficiently
Troubleshoot and resolve customer issues while maintaining accurate documentation in the company CRM and ticketing system
Build and maintain the technical support knowledge base, ensuring documentation is up-to-date and easily accessible
Facilitate customer training and consulting sessions, including software installations, sales training, data migrations, and layout design
Collaborate with internal teams to escalate and resolve complex issues, ensuring prompt and effective solutions
Assist with quality assurance testing for software updates, compatibility, and bug fixes as directed by the Technical Support Manager
Skills You'll Need :
Valid license and reliable transportation
3-5 years of professional in-office experience
At least 2 years of technical support experience (SaaS experience preferred)
Strong understanding of the technical support role in a call center environment
Experienced troubleshooting and problem solving skills
Strong verbal and written communication skills
Nice to have : Experience with networking, servers, databases, firewalls, Windows, MS backoffice suite, MS SQL
Next Steps :
Quick apply with your resume here
Get a head start on our application and aptitude testing process here :
https : / / www.ondemandassessment.com / link / index / JB - G3NR21JNU?u=1110981
Salary : $55,000 - $65,000
