Technical Support Representative

Overview

As a Technical Support Representative - Level 1, you will provide tier 1 or tier 2 support based on training and knowledge in a fast-paced communication center to resolve technical issues in a variety of methods, such as alarm monitoring, emails, and chat. You will analyze, troubleshoot and resolve technical issues for various types, including connectivity, installation, and equipment defects. You may remotely configure and troubleshoot client's equipment or simply educate customers. In the event that an issue cannot be resolved, you will escalate to the next tier of support or arrange dates, times and access arrangements for a service call. You'll utilize multiple computers and databases to record the results of interactions.

Responsibilities

• Provides answers to clients by identifying problems; researching answers; guiding clients through corrective steps.
• Research required information using available resources.
• Respond to tickets, resolve underlying issues and document occurrences and solutions.
• Identify and escalate priority issues per Client specifications.
• Contribute to internal knowledge base.
• Improves system performance by identifying problems; recommending changes.
• Follow up and make scheduled callbacks to customers where necessary.
• Stay current with system information, changes and updates.

Qualifications

The ideal candidate will satisfy the following requirements and qualifications:

• World-class customer service skills
• Excellent analyzation skills
• Problem solving capabilities
• Proficient computer skills in remote desktops, G-Suite and OS navigation
• Demonstrated proficiency in typing and grammar
• Ability to organize documents and records as well as detailed note taking.
• High School diploma or General Education Degree
• Experience in Help Desk, Energy Management, HVAC, or Electrical is preferred