Technical Support Representative

Activated Insights•Idaho Falls, ID

1d•Onsite

About The Position

As the Technical Support Representative at Activated Insights, you will play a pivotal role in ensuring our clients have a seamless and positive experience with our software solutions. You will be the first point of contact for customers seeking assistance, troubleshooting technical issues, guiding them through system functionalities, and escalating more complex concerns to the appropriate internal teams.

Requirements

1+ years of professional experience in customer service
Deep understanding of information technology processes
Self-motivated, driven and a positive attitude are a must
Confident, with strong interpersonal skills and a true team player
Prolonged sitting at a desk and working at a computer
Strong technical aptitude and computer literacy
Strong problem-solving skills
Work independently and as a member of a team
Effective time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively and meet deadlines
Excellent organizational skills and attention to detail
Excellent interpersonal and customer service skills
Open minded, resilient, and flexible
Strong communication skills, including written and verbal communication
Patience, empathy and professionalism

Responsibilities

Develop a strong understanding of all support related technical processes
Help maintain and develop clear, in-depth documentation of internal processes
Work independently and with a team of Customer Support Representatives to support our customer base
Display a strong commitment to the success of Activated Insights customers, going above and beyond to deliver top-notch service at every touchpoint
Communicate with customers over the phone, email and sometimes video calls
Answer customer questions with an In-depth understanding of the company’s products or services
Respond to inquiries from customers in a timely manner
Communicate across teams internally to get answers for customers and other team members
Work between several different software systems to assist customers
Assist Customer Support Manager with training