Technical Support Representative II
About The Position
The Technical Support Representative II plays a critical role in ensuring customer satisfaction by providing advanced technical assistance and troubleshooting support for a variety of products and services. This position involves diagnosing complex technical issues, guiding customers through problem resolution, and escalating cases when necessary to specialized teams. The representative acts as a key liaison between customers and internal departments, ensuring clear communication and timely resolution of technical challenges. Success in this role requires a deep understanding of technical concepts, excellent communication skills, willingness to learn new skills, and the ability to manage multiple cases efficiently. Ultimately, the role contributes to maintaining high customer retention rates and enhancing the overall user experience through expert support.
Requirements
- High school diploma or equivalent; Associate’s or Bachelor’s degree in a related field preferred.
- At least 2 years of experience in a technical support or customer service role.
- Ability to troubleshoot and resolve technical issues efficiently.
- Excellent verbal and written communication skills, especially when dealing with customers
- Must be comfortable dealing with customers via phone, email, and chat
- High attention to detail
Nice To Haves
- Experience with CRM and ticketing systems such as Zendesk, Salesforce, or Jira.
- Some level of familiarity with our product lines
Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, or chat, providing clear and effective technical support.
- Diagnose and resolve complex technical issues related to software, hardware, or systems by applying troubleshooting techniques and product knowledge.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM.
- Collaborate with cross-functional teams such as engineering, product management, and quality assurance to escalate and resolve unresolved issues.
- Provide feedback on recurring problems and suggest improvements to products or support processes to enhance customer satisfaction.
Benefits
- Competitive compensation
- medical/dental/vision insurance
- 401(k) with company match
- paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
