Technical Support Representative
CORD Financial Services•Temple, TX
•Onsite
About The Position
The Technical Support Representative provides technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner in a 24/7 in-bound call center environment.
Requirements
- 3+ years of recent, over-the-phone technical support experience
- Must have experience interacting with non-technical customers
- Solid communication skills
- Able to work in a fast-paced, high-stress environment
- Possess intermediate skills in MS Office
- Strong time management and multi-tasking skills
Responsibilities
- Provides high-level of service and support to end-users over the phone and online
- Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gathers customer’s information and determines issues by evaluating and analyzing the symptoms.
- Diagnoses and resolves technical issues involving internet connectivity, software issues or hardware issues.
- Offers solutions where appropriate with the objective of retaining customers’ and clients.
- Identifies and escalates priority issues per client specifications.
- Processes and records call transactions.
- Performs research for technical troubleshooting.
- Performs customer follow-up as per department/company practice.
- Follows department policies & procedures.
- Project work, as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
