IT Tech Support Representative

National Pen•Shelbyville, TN

22h•Onsite

About The Position

Under general supervision, the Technical Support Representatives will provide technical support to end-users (customers) in a fast-paced call center environment. Technicians will provide support and solutions for a variety of issues to include but are not limited to, resolving username and password issues, uninstalling/reinstalling basic software applications, verifying established corporate hardware and software configurations, assisting with navigating around application menus and troubleshooting email issues along with other various tasks.

Requirements

Professional phone etiquette
Windows Operating Systems, Office360, Azure, Active Directory & Hardware.
Current technology vocabulary; Modern computer network protocols.
Ability to speak and write English clearly and accurately
Demonstrated proficiency in typing and grammar in English
Knowledge of relevant software computer applications and equipment
Knowledge of customer service principles and practices
Effective listening skills
Multi-tasking capabilities
Effective team member
Good attendance at designated work facility is required
Availability to work a shift between hours 7am-7pm
Exemplary Attendance and Punctuality
Ability to adapt to an ever-changing list of priorities
Focuses and guides self and team members in accomplishing work objectives
Interacts with others in a way that gives them confidence in one’s intentions and those of the organization
Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener
Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization
Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates

Responsibilities

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 facility equipment
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