Bilingual - Technical Customer Support Representative

Technical Customer Support Representative Job Description

Job Summary:

The Technical Customer Support Representative will address and respond to customer inquiries on products and services, operational functions and troubleshooting. Will provide tier one technical support and assistance to customers via e-mail, phone and document support interactions, including details of inquiries, complaints, comments, and actions taken. In addition, the Technical Customer Support Representative will possess a basic understanding of the organization's products and services and will escalate the more complex inquiries to the tier two technical support team. Bilingual is a must. Rotating weekend Saturday shift, 10 am to 2 pm. This is a fully in-office, on-site position.
Duties and Responsibilities:

• Identifies, investigates, and resolves users’ problems with deployed products.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of the company products, technologies, and procedures to solve problems.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools or following verbal instructions.
• Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Collaborates with other staff to research and resolve problems.
• Collaborates with tier II support to explain errors and/or recommend modifications in programs.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned including but not limited to; documenting/logging of device replacements and reconciling returns within our ERP system.

Skills and experience:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Prolonged periods sitting at a desk and working on a computer.
• High school diploma and willingness to learn on-the-job, bachelor’s degree preferred.
• At least three years of experience in customer technical support highly preferred.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• Health insurance

Work Location: In person