Technical Support Representative Job Description

Technical Support Representative I provides basic technical support and assistance to clients via email, phone, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance. Being a Technical Support Representative I provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken. Additionally, Technical Support Representative I possesses a basic understanding of the organization’s products and services, but escalates more complex inquiries. Requires a high school diploma. Typically reports to a supervisor or manager. The Technical Support Representative I possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. May require 0-1 year of general work experience.

Technical Support Representative Job Description Template

Our company is looking for a Technical Support Representative to join our team.

Responsibilities:

  • Research using available resources, including article database systems;
  • Gather customer/product information and determine the issue by analyzing the symptoms;
  • Complete required training to stay current with system information, changes, and updates;
  • Provide consistent and clear communication with customers;
  • Other duties may be assigned;
  • Work closely with our Product Development Team to help devise and test updates to the Patient Communication System;
  • Provide remote installation of our software in offices, establishing a great first impression to our Members;
  • Log customer calls and issues into SalesForce and JIRA;
  • Provide Tier 2 support for our Patient Communication System and Email/Website Hosting;
  • Provide telephone, email and chat support to SolarWinds MSP partners and clients;
  • Document partner issues and resolutions – KB Articles;
  • Create internal documentation as required;
  • Write and update technical documentation to support new features released by Returnly’s product team;
  • Be an ambassador for your customers: Write feature request and bug tickets that support their long-term success on Returnly’s platform;
  • Rotational weekend pager coverage.

Requirements:

  • Willingness to work weekends, evenings, and holidays;
  • Ability to multitask between customer calls and logging of case notes;
  • Ability to empathize with customers, making them the primary focus of your actions, then tailoring communication to each caller;
  • 3+ years experience in a role that put you in direct contact with consumers;
  • Team player – we win as a team;
  • Good verbal and written communication skills;
  • Efficient Task Switching Ability;
  • Excellent customer service skills;
  • Able to learn and retain information in a fast pace environment;
  • Able to document issues with a high level of accuracy and attention to detail;
  • 1+ year of customer service experience preferred;
  • Associates or bachelor’s degree a plus;
  • A HS diploma or GED is required OR;
  • Ability to work overtime with a varied schedule including evenings and weekends in our Carrollton, TX office is a must;
  • General knowledge of network infrastructure and server configurations required.