Technical Customer Support

DigitalPath, Inc.•Chico, CA

1d•Onsite

About The Position

Provides courteous and professional customer service and technical support for our customers. Supports our field employees with technical and scheduling issues relating to installation or service appointments. Collaborates professionally with other employees to troubleshoot and advise on escalated or difficult matters. Tracks customer conversations and notes in our ticketing systems with accuracy and precision. Supports the overall functions of the Call Center teams in alignment with the Company’s core values and strategies.

Requirements

High School Diploma or equivalent.
Must be able to work a standard full-time work schedule on-site at our business headquarters.
Must have reliable transportation to arrive on time as scheduled.
1+ year of technical support or related experience.
1+ year customer service experience, preferably in a call center or similar capacity.
Possess exceptional customer service and communication skills.
Exhibits exceptional composure and resilience in high-stress workplace scenarios, maintaining a steady and unaffected demeanor.
Possesses knowledge of desktop and mobile based operating systems.
Demonstrates exceptional critical thinking and problem-solving skills.
Maintains a strong attention to detail.
Ability to adapt quickly in a fast-paced work environment.
Ability to learn and retain knowledge of services, hardware, and associated interfaces.
New hires must be able to pass a post-offer-pre-employment in-depth background check and drug screening.
Must be able to type at a rate of at least 30 words per minute (WPM).

Responsibilities

Contribute to the overall functions of the Call Center teams in a manner consistent with the company's core values and strategic objectives.
Promote a positive and collaborative work environment.
Independently handle day-to-day assignments.
Identifying problems and recommending changes.
Provide courteous and professional customer service via phone or email.
Handle difficult phone calls, appropriately escalating to others when necessary.
Remain current on the latest changes and updates on practices and technology within the department and your skillset.
Promptly respond to field employee requests, minimizing downtime and service disruptions.
Collaborate professionally with colleagues, including cross-functional teams, to troubleshoot and advise on escalated or challenging technical matters.
Maintain accurate records of customer conversations and notes in our designated ticketing systems.
Align with quality and performance metrics, adhering to company policies, practices, and procedures.
Addressing customer inquiries and concerns via phone calls and email responses.
Problem solving and troubleshooting customer or network connectivity issues.
Process payment and account change requests.
Advise on products and services offered.
Complete new account sign-ups.
Diagnose and resolve technical issues.
Research questions using available information resources.
Advise users on appropriate actions to resolve problems.
Follow standard and documented help desk/technical support procedures.
Follow up on any open or unresolved matters to ensure complete resolution of issues.
Resolve technical problems with LAN/WAN networks.
Write service tickets, equipment upgrade tickets, and new installation tickets as needed.
Efficiently schedule customer appointments to field employees.
Inform management of recurring problems.
Ask questions and actively listen to customers to determine root causes of issues.
Guide customers through the troubleshooting process, equipping them with self-resolution steps for the future.
Attends work on a regular and continuous basis.
Performs other duties as assigned.