Technical Support Representative - Enterprise & Desktop
About The Position
The Tech Support Specialist is responsible for enthusiastically resolving technical issues from business customers using our enterprise desktop products (mice, keyboard, webcams and headsets) and software, as well as escalations from our Tier 1 team. Successful candidates will have a minimum of 3 years providing technical support, with an advanced knowledge of Windows and Mac OS, USB devices, wireless and bluetooth technology, and a strong customer service ethic. Experience supporting enterprise (or business-to-business) customers is a plus.
Requirements
- Minimum 3 years of experience in a technical support role, with at least 1 year providing remote support via phone
- Minimum 3 years providing support for Windows, Mac, bluetooth, wireless and USB products
- Minimum 2 years providing support for software used with hardware
- Experience providing support for an IT/office users
- Fluent (written and spoken) in English and [adjust language by region]
Nice To Haves
- Experience quickly learning how to troubleshoot new technologies and communicate them to others
- Strong knowledge of USB, wireless and Bluetooth technologies
- Experience with Salesforce/Oracle/Zendesk support ticketing systems
- Knowledge of common IT office equipment, technology, standards and technology
- Excellent communication skills
- Strong and verifiable knowledge of customer care processes and techniques
- Experience in QA and SQA testing
- Experience in Confluence/Asana and other knowledge management systems
- Experience supporting enterprise (or business-to-business) customers
Responsibilities
- Troubleshoot software, connectivity and hardware issues for customers via phone, email
- Resolve escalated support tickets from our Tier 1 support team
- Assist Tier 1 support team by providing guidance to resolve tickets without escalation
- Provide ad-hoc feedback about trends, new issues and the voice of the customer
- In periods of low technical support volume, assist with related projects
Benefits
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Traditional and Roth 401(k) Plans
- Flexible Spending Accounts
- Employee Share Purchase Plan (ESPP)
- Basic and Additional Life Insurance
- Disability Coverage
- Adoption and Surrogacy Assistance
- Tuition Reimbursement Plans
- Commuter Benefits
- Paid Time Off
- Paid Holidays
- Bereavement Leave
- Paid Parental Leave
- Wellness Programs
- Health Savings Account Plans
- access to Expert Medical Opinions
- Identity Theft Protection
- Breast Milk Delivery to Nursing Mothers on Business Travel
- access to a Group Legal Plan
- Donations Matching Programs
- Employee Product Discounts
- access to Auto, Home, and Pet Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
