Technical Support Representative

Technical Support Representative *100% Remote*

About the job Technical Support Representative *100% Remote*

We are looking for a highly competent Technical Support Representative to be a critical part of our Technology Team and join our mission of revolutionizing Healthcare Information Technology. The ideal candidate is a self-starting and flexible individual, with excellent customer service instincts.

If you're energized by providing exceptional customer service and able to walk the talk that excellent service is vital to our success, this is the opportunity for you. Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person who exceeds expectations and appreciates an energized environment and awesome coworkers, we would love to talk to you!

General Summary

The Technical Support Representative will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving connectivity and latency problems, application updates, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus, and troubleshooting other related issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

• Deliver service and support to end-users using and operating PSMs VOIP phone software, via remote connection or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gather customer information and determine the issue by evaluating and analyzing the symptoms.
• Diagnose and resolve technical issues involving internet connectivity, latency, remote desktop and more.
• Research required information using available resources.
• Follow standard PSM processes and procedures.
• Identify and escalate priority issues per customer specifications.
• Redirect problems to the appropriate resources.
• Accurately process and record call transactions using PSMs Connectwise Help Desk ticketing tracking software.
• Offer alternative solutions where appropriate with the objective of retaining customers and clients business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow-up and make scheduled callbacks to customers where necessary.
• Stay current with system information, changes, and updates
• Perform regular, proactive service implementing best practices and standards
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Improve customer service, perception, and satisfaction
• Escalate service issues that cannot be completed within agreed-upon service levels agreements
• Document internal processes and procedures related to duties and responsibilities

Knowledge, Skills, And/or Abilities Required

• Minimum of High School or GED or 3 years of equivalent technical-related work experience
• Proven experience as IT Technician or related position
• Outstanding organizational and time-management skills
• Ability to read, analyze, and interpret product documentation and technical procedures
• Exceptional communication skills
• Ability to adapt to changes quickly
• The ability to prioritize tasks/projects is a must for this position
• Self-motivated with the ability to work in a fast-moving environment
• The willingness to generate and maintain clear technical documentation and records
• The capacity to learn existing and emerging technologies
• The ability to provide technical support and problem resolution for unfamiliar software and hardware
• Familiarity with ticketing systems or automation tools
• Ability to pass a background check

Preferred Experience

Arsenault, Inc. is a Managed Service Provider that navigates businesses through technology challenges to help our clients reach full IT Maturity. We help ensure our client's systems are cost-effective, secure, and robust enough to give them a competitive edge.

If you're energized by providing exceptional customer service and able to walk the talk that excellent service is vital to success, this is the company for you. Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person who exceeds expectations and appreciates a relaxed environment and awesome coworkers, we would love to talk to you!