Technical Support Agent

SOLUGENIX-posted 12 months ago
Entry Level
Clark, NJ
501-1,000 employees
Administrative and Support Services
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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.

  • 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.
  • 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.
  • 1+ year(s) experience troubleshooting POS Systems.
  • Competitive salary
  • Opportunity for contract work
  • Inclusive company culture
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