Technical Support Representative III

What does a day in the life as a Technical Support Representative look like?

• Provide advanced technical support to customers who are experiencing complex technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Report system issues to leadership
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Perform other duties as assigned

What are the required qualifications of a Technical Support Representative?

• Must have high school diploma or equivalent
• Must be 18 years of age or older
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting skills in hardware, software, and/or network systems
• Proficiency in using computer applications and software
• 2-3 years experience in a technical support role or equivalent
• Experience using a CRM preferred, but not required

What are the core competencies needed as a Technical Support Representative?

• Customer Service/Focus
• Technical Knowledge
• Critical Thinking
• Investigative Mindset/Curiosity
• Patient and Empathetic Attitude
• Teamwork
• Results-oriented