Technical Support Associate

Job Position: Technical Support Associate

Location: Austin, TX 78759

Pay Rate: $21.00/hr

The client is a full-service document management - workflow automation solutions provider. By combining data and business processes with imaging, they help improve their client's digital footprint. They offer solutions that afford clients the ability to have as simple as an electronic filing cabinet and as complex as an enterprise content management system, or anything in between. The company's mission is to make their clients work life easier. They accomplish this by digitizing their paper records, automating their processes, then protecting it all so they can focus on more important tasks, while feeling confident the simple tasks will be completed.


Customer service delivered by handling inbound and outbound customer requests for support is the nature of this skilled position. In this role, you will be a first point of contact from clients seeking assistance to confidently handle their inquiries. Using tools like Zendesk, Monday.com, email, and phone coupled with your desire to help clients solve problems will ensure your success. This is a temp to hire role.


Key Responsibilities:
• With reference to inbound inquiries from Zendesk, email or a phone call, you will be able to easily help the client or even engage another department to assist in delivering a high level of client satisfaction.
• Follow up on help desk tickets by calling and emailing clients to ensure timely and effective resolution of technical issues using a PAR methodology.
• Updating Data from ticketing and tracking systems to learn new and better ways to deliver customer service excellence (e.g., Zendesk, Monday.com, Medusa).
• Documenting troubleshooting steps and resolutions in Zendesk, Monday.com & Medusa.
• Deliver excellent customer service with your professionalism, enthusiasm, and knowledge.

Qualifications:
• High school diploma or equivalent; additional experience in Customer Service is required.
• Minimum of 5-7 years of steady employment in a similar role.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Ability to work as part of a team.
• Professional, friendly, courteous, polite with a desire to learn and grow are necessary.

This position is 100% in the office. They are located by the Arboretum area. They have a strict dress code of Professional dress.