Technical Support Representative

MadgeTech is seeking a Technical Support Representative to join our dynamic team and help our customers get the most out of our data logging solutions. As a Technical Support Representative, you will be responsible for providing exceptional assistance to customers with technical issues related to hardware, software or network systems by diagnosing problems, troubleshooting solutions, and guiding users through the necessary steps to resolve their concerns.

Essential Duties and Responsibilities

·       Troubleshooting: Identifying and resolving technical issues with computer hardware, software applications, network connectivity, and other related systems. 

·       Customer interaction: Answering customer inquiries via phone, email, or live chat, clearly explaining technical concepts to non-technical users, and actively listening to understand problems. 

·       Problem diagnosis: Gathering information from customers to accurately diagnose the root cause of technical issues. 

·       Solution implementation: Providing step-by-step instructions to guide customers through troubleshooting procedures and resolving issues. 

·       Knowledge base management: Maintaining and updating an internal knowledge base with troubleshooting guides and solutions to common issues. 

·       Software installation and configuration: Assisting with the installation and setup of software applications on customer systems. 

·       System updates and maintenance: Informing customers about system updates and performing basic system maintenance tasks. 

·       Escalation: Identifying complex issues that require escalation to management or engineering teams. 

·       Documentation: Creating detailed reports on customer interactions and technical issues encountered. 

·       Collaboration: Working with sales and customer service for applications specific questions.  Working with engineering, production and quality when quality trends are noticed.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Associate degree in a technical field and one year’s experience in a related field.
•  Ability to acquire in-depth knowledge and understanding of software capability, device application, warranty, and service programs. 
• Identify faults in hardware and software, and methods of resolving them.
• Refined critical thinking and problem-solving skills.
• Attention to detail and the ability to quickly get information to determine the cause and resolution of customer issues.
• Experience with general principles and processes for providing excellent customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
•  Outstanding listening and communication skills.
•  Advanced knowledge of Windows operating systems.  Proficiency in learning new software packages.
• Knowledge of administrative and clerical procedures.  Processing, managing files and records, and other office procedures. 
•  Multitasking and prioritizing workload.

 If you’re passionate about technology and have the skills and experience we’re looking for, please submit your resume. We’d love to hear from you!