Technical Support Administrator

DNP Imagingcomm America Corporation•Concord, NC

1d•Onsite

About The Position

The Technical Support Admin will provide support and assistance to customers who are experiencing issues with software, hardware, or network-related issues. This position requires exceptional customer service skills. The Technical Support Admin role will work closely with the Level 1 support team and escalate issues to the appropriate department as necessary.

Requirements

High School Diploma or GED
2+ years of quality experience in a related field
Familiarity with ticketing systems and customer relationship management (CRM) software
Proficiency with basic computer programs including MS Office and database systems.
Working knowledge of email systems, computer hardware, and peripherals.
Excellent written and verbal communication skills
Strong organizational and time management skills
Ability to work independently and as part of a team.
Availability to work flexible hours, including evenings and weekends.

Nice To Haves

Bilingual Spanish and English is a plus.

Responsibilities

Provide live call assistance to customers in need of refunds or other service requests.
Daily review of open tickets and reassigning employee workloads as needed.
Upload data into our server to facilitate the follow-up calls to our technical support team.
Respond to customer inquiries and proficiently resolve issues using phone, email, or SMS communication.
Escalate complex issues to the appropriate department or Technical Support area as necessary.
Document customer updates, issues, and resolutions accurately in the ticketing system.
Process orders and Return Merchandise Authorizations (RMAs).
Review and audit customer uploads with a logical sense of when to create a new service ticket to address issues promptly.
Maintain a high standard of customer service by consistently providing exceptional support to all customers.
Other duties assigned by management.