Technical Support Agent

SOLUGENIX • Clark, NJ

398d • ₱35,000

About The Position

Accountable to provide omni-channel POS technical support to a dedicated customer base in our 24x7x365 support operation. Takes ownership to resolve computer software and hardware issues ensuring all details are captured within the customer interaction with a high level of customer satisfaction.

Requirements

• High school degree or equivalent.
• Type 35+ words per minute.
• Strong communication (verbal and written) skills.
• Demonstrated technical aptitude.
• Experience working independently and as part of a team.
• 6 months or more in a customer service-related job.

Nice To Haves

• 1+ year(s) experience troubleshooting POS Systems.

Responsibilities

• Communicate with customers via case (web/email), phone, SMS, and/or chat.
• Gather customer information and determine the issue by analyzing the symptoms of the issue and checking for previous occurrences of issues.
• Remotely troubleshoot and resolve customers technical and operational issues, referring them to the correct provider if we are unable to assist.
• Maintain detailed and accurate documentation for all cases including work notes and customer focused communication within the ticket.
• Communicate technical information to non-technical customers in a coherent and polite way.
• Ensure follow-up with the customer on any open issues for their location.
• Escalate advanced help requests as needed to dedicated team of leads, parts specialists, and Price and Product team.
• Complete required training to stay current with system updates and changes.
• Maintain and exceed quality standards set by the organization in phone calls and case standards.
• Maintain and exceed expectations and standards set for productivity measures.

Benefits

• Competitive salary
• Opportunity for contract work
• Inclusive company culture

What This Job Offers

• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees