Technical Customer Service Representative

Harris•Hoffman Estates, IL

4d•$27 - $32•Remote

About The Position

Technical Customer Support Representative (TCSR) This role reports to the Customer Support Manager. Salary Range: $27-32/hour. What You'll Do: As a Technical Customer Support Representative, you'll provide technical phone support to customers using the OBIX system. Your main goal is to quickly find and fix their technical problems. You'll offer excellent customer service, work well with a team, manage your tasks effectively, and handle a busy workload. This role involves working on-call and rotating shifts, and you'll be expected to work independently with little supervision.

Requirements

3 to 5 years of relevant experience.
An Associate's degree in a technical field or similar training from a two-year college or technical school is required.
Must have MCP or MCTS certification, and A+ certifications.
Experience using ticketing software.
Experience working in a 24/7 environment.
Excellent ability to understand, analyze, troubleshoot, and fix technical problems.
Strong communication skills, both spoken and written, and good phone manners.
Solid understanding of Windows 7 Pro, Windows 8, and Windows 10 for desktop support and maintenance.
Good understanding of Windows Server 2008/2012/2016.
Experience with computer hardware for servers and workstations.
Experience supporting network systems, including Microsoft Active Directory, TCP/IP, DNS, DHCP, WINS, anti-virus software setup, Windows Updates, IIS, and Terminal Services.
Familiarity with database software.
Able to write clear reports and emails, and communicate effectively with customers and co-workers.
Skilled in using spreadsheet and word processing software.
Willingness to travel occasionally and work overtime when needed.
Must have a valid driver's license and passport.
Must have reliable transportation.
Maintain a professional attitude, treating everyone with respect, especially when under pressure.
Be dependable and on time for work, meetings, and appointments.
Able to carry and lift computer equipment weighing over 50 lbs.
Able to hear audible alarms from the CCSI system.

Nice To Haves

A Bachelor's degree is preferred.
Network+ certification is a plus.
You'll need to complete specific training and certification for our company's software.

Responsibilities

Help customers through difficult or emotional situations.
Respond to customer needs quickly and ask for feedback to improve service.
Skillfully gather and analyze information to find solutions, working well with others to solve problems.
Support Windows servers (2008, 2012, 2016) and desktops (Windows 7, 8, 10).
Help with assigned projects, sharing updates on progress and changes.
Finish projects and administrative tasks on time and correctly.
Follow company policies and procedures.
Support the company's goals and values.
Help monitor BeCA calls.