Call Center - Technical Support Coordinator

Real Soft•Mason, OH

1d•Onsite

About The Position

Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications. Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner. This role involves supporting INBOUND Calls or INBOUND Chats for Store Systems Support.

Requirements

Technical Aptitude Required
Open Schedule Availability
Excellent written & oral communication skills
Problem resolution - Able to troubleshoot computer software/hardware issues over the phone
Superior organizational skills with a strong attention to detail
Pleasant phone manners
Computer hardware and software knowledge
Strong Customer Service orientation.
High School required

Nice To Haves

Previous call center experience preferred
Previous technical / customer service experience preferred
Point of Sale environment/retail experience preferred
Direct involvement with customer service experience
Computer systems experience.
College experience preferred

Responsibilities

Providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications.
Diagnosing/resolving problems through both questioning techniques and through the use of remote diagnostics.
Assisting by giving correct resolutions in a clear, concise and courteous manner.
Interpreting error messages from system software or application programs; initiates required actions.
Placing necessary service calls and follows through to completion with both service contractor and Support Center Customer.
Escalation of unresolved calls to second level support (both internal and external) and follows through to completion.
Assisting with proofing documentation/procedures relating to supported systems.
Coordinating the installation of new software releases from the Beta Test phase through implementation.
Development of procedures for Support Center.
Recording all communication relating to associates: questions/problems into call tracking.
Proofing and testing of procedures prior to implementation.
Assisting in training users in the operation of the supported systems.
Flexibility to work varied schedules, including evenings and weekends as scheduled.