Technical Support Representative

A Day in the Life

  • Provide technical solutions in real time to external customers that are received via web portal, e-mail, and phone  
  • Independently resolves nearly all low complexity and most basic baseline functionality support cases
  • Documents client interactions, including details of inquiries, complaints, comments, and actions taken   
  • Research case resolutions when needed to ensure thorough and accurate responses are provided  
  • Provide customers with application best-practice and software set up advice 
  • Track reported cases in internal database, following company procedures and ensure quality targets are achieved  
  • Proactively follow up with open cases on a regular basis, updating customers as needed
  • Other Skills:   
    • Strong communication and interpersonal skills- including relationship building, collaboration and verbal/written communication. 
    • Strong organizational skills and excellent time management skills  
    •  Ability to prioritize work and handle multiple tasks  
    • Attention to detail  
    • Drive to research and problem solve +troubleshooting skills 
    • Basic T-Accounting preferred (knowledge of ledgers, debits, credits, etc a plus) 
    • Knowledge of CMD network commands (Ping, Nslookup, Tracert, etc.) 
    • SMTP Configuration knowledge preferred 
    • Understanding/troubleshooting skills for webserver file structures/layout preferred