Technical Support Representatives

• Updates job knowledge by participating in educational opportunities; maintaining personal networks.

• Accomplishes information systems and organization mission by completing related results as needed.

• Deliver service and support to end-users using and operating automated call distribution 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’s information and determine the issue by evaluating and analyzing the symptoms;

• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;

• Research required information using available resources;

• Follow standard processes and procedures;

• Identify and escalate priority issues per Client specifications;

• Redirect problems to appropriate resource;

• Accurately process and record call transactions using a computer and designated 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 call backs to customers where necessary;

• Stay current with system information, changes and updates

• Handles incoming calls or inquiries from prospective customers or clients