Technical Support Agent

Johnson Health Tech Companies•Cottage Grove, WI

1d•Onsite

About The Position

Under the direction of the Technical Support Supervisor, the Technical Support Agent handles a high volume of customer contacts through phone, email, and chat. Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures. This is a non-supervisory position.

Requirements

Minimum high school diploma or equivalent required
Demonstrated customer service experience required
Working knowledge and experience with Microsoft Office suite or comparable software
Excellent written and verbal communication skills
Think critically to analyze and solve problems

Nice To Haves

Minimum of 1 year call center experience preferred

Responsibilities

Maintain good attendance and adherence to schedule.
Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support.
Support multiple queues.
Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.
Create parts orders; dispatch service technicians; collect billing information.
Document and maintain comprehensive customer case records.
Efficiently utilize tools and resources
Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality.
Promote a positive and collaborative team atmosphere with co-workers.
Build and maintain working knowledge of products.
Complete all required training and ongoing education.
Other duties as assigned