What are the responsibilities and job description for the Technical Support Representative position at Socket?
Description
SUMMARY :
This is an entry-level Technical Support Representative position. This role will provide quality technical support to current Socket customers via phone, fax, and email. Responsibilities included troubleshooting, problem solving, documentation of customer interaction, new user setups and contributing to the collective resources and knowledge of the Technical Support department.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
- Answer technical queries from current customer about how to utilize Socket's product and services via phone, fax, email or other means. Queries are resolved using analytical processes and problem solving skills.
- Fully documents customer interactions in the ticket tracking system, or contact logs. All customer interactions shall be documented immediately following a customer interaction. Interactions shall be documented in great detail to ensure that we can solve the customer's immediate need.
- Researches incidents that require resources not available at the time of the customer contact, or those that require time without user input. Demonstrate ability to take charge of own tickets so all problems are resolved in a satisfactory manner.
- Adheres to all applicable Socket policies and procedures at all times.
- Documents and updates known problems and solutions in the Wiki or updating procedures.
- Interacts with Tier I, Tier II & III Technicians, Supervisors, and other departments where necessary to ensure customer issues are resolved in a timely manner.
- Uses problem solving skills on a daily basis to fully document customers problems so that the proper course of action is taken to resolve it.
- Escalates all dissatisfied customers and special issues when needed to the Technical Support Supervisor, Tier II, or Tier III Technician. Completes detailed documentation of the contact before escalating any customer issue.
- Refers prospective accounts to the appropriate Sales team for follow-up.
- Acts as a backup to the Customer Services in-bound phone queue.
- Assists with festivals and trade shows, by attending shows and answering technical inquiries.
- Works on special projects as directed by supervisor.
- Other duties as assigned.
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Successful completion of formal new-hired training required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and / or EXPERIENCE :
High school diploma or equivalent preferred. Two years of job-related experience in customer service field preferred.
KNOWLEDGE AND SKILLS :
