What are the responsibilities and job description for the Technical Customer Support Representative position at OTK Media?
Our Company:
Starforge Systems was built around the core idea of making products that set a new standard in computer gaming. We were founded by a team of industry veterans alongside a group of content creators in August 2022. We set out to change the standard for customer service, build quality, and cable management in the industry, while still making sure our computers were affordable and accessible.
Schedule: Tuesday - Saturday, preferably from 10am - 6pm CT
Job Duties:
Required Skills/Abilities:
Starforge Systems was built around the core idea of making products that set a new standard in computer gaming. We were founded by a team of industry veterans alongside a group of content creators in August 2022. We set out to change the standard for customer service, build quality, and cable management in the industry, while still making sure our computers were affordable and accessible.
Schedule: Tuesday - Saturday, preferably from 10am - 6pm CT
Job Duties:
- Identify, investigate, and resolve customer questions or problems with computer software and hardware
- Provide email, chat, and telephone support to end-users experiencing technical difficulties
- Apply knowledge of computer software, hardware, and procedures to solve problems
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
- Identify and escalate support situations requiring urgent attention
- Track and route support requests via computerized ticketing system; thoroughly document resolutions
- Stay current with product upgrades, system information, and business updates
- Collaborate with other team members to research and resolve problems
- Perform other related duties as assigned
Required Skills/Abilities:
- Proficient with or the ability to quickly learn an array of computer hardware and software
- Thorough understanding of computer software and hardware, including desktop computers, network devices, and peripherals
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Professional and pleasant telephone manner
- Ability to explain technical issues to technical and nontechnical customers
- Strong analytical and problem-solving skills
- Proficient with Microsoft Office Suite or related software
- Willingness to have telephone conversations monitored for quality assurance
- Associate's degree in Computer Science or related field preferred
- 2 years of experience in customer technical support preferred
- Able to sit for the duration of the workday
- Able to use a keyboard, headset, and computer monitor for the workday
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Work From Home
