Tier 2 Technical Support Representative

TEKsystems•Round Rock, TX

1d•$22 - $22•Onsite

About The Position

The Technical Support Representative II provides tier 2 technical support in a fast-paced communication center through inbound phone calls, email, alarms, and chat. The representative listens to clients, analyzes and troubleshoots issues involving connectivity, installation, and equipment defects, and resolves problems by remotely configuring equipment or guiding customers through corrective steps. Unresolved issues are escalated to the next support tier or coordinated for an onsite service call, including arranging dates, times, and access. The representative uses multiple computers and databases to document interactions, tickets, and solutions, and contributes to the internal knowledge base. This is a contract-to-hire position based fully onsite in Round Rock, Texas. The listed schedule is 10 PM to 7 AM, with one weekend day off. Pay is $22 per hour.

Requirements

World-class customer service skills.
Active listening skills.
Problem-solving capabilities.
Proficient computer skills, including remote desktops, G-Suite, and operating system navigation.
Remarkable attention to proper phone etiquette.
Ability to speak and write clearly and accurately.
Experience in Help Desk, Energy Management, HVAC, or Electrical work is required.

Nice To Haves

Six or more months of experience as a Technical Service Representative Level 1 or above is preferred.

Responsibilities

Provide tier 2 support through inbound phone calls, email, alarms, and chat.
Identify, research, troubleshoot, and resolve client issues involving connectivity, installations, and equipment defects.
Configure and test client equipment remotely or guide customers through corrective steps.
Escalate unresolved or priority issues according to client specifications.
Coordinate dates, times, and access arrangements for onsite service calls.
Respond to service tickets, address underlying issues, and document occurrences and resolutions.
Record interaction results and manage service records across multiple databases and computer systems.
Research information using available resources and provide answers to clients.
Contribute to the internal knowledge base and recommend changes to improve system performance.
Follow up with customers and make scheduled callbacks when necessary.
Stay current with system information, changes, and updates.