Technical Support Representative

TaskUs•New Braunfels, TX

3d•Hybrid

About The Position

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect, and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What does a Technical Support Advisor really do? Think of yourself as someone who will be the first point of contact owning and solving customer issues from start to finish, so not everyone can qualify for this role. We make sure we hire the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Technical Support Advisor. As a Technical Support Representative, you will work with and guide customers (via phone, chat, or email) as you troubleshoot software and/or device issues and deliver fast customized solutions. You will work with customers to solve problems and create support tickets in order to provide the fastest and easiest resolution while delivering an incredible experience.

Requirements

2+ years technical support is required to qualify for this role.
Impeccable communication, writing skills.
General curiosity about how and why things work the way they do.
Ability to quickly learn and articulate technical concepts.
Ability to empathize with users and convey confidence through written interactions.
Well-versed in chat, and email etiquette, with a fine-tuned attention to detail.
Demonstrated skill using the Microsoft Office suite, with moderate-level expertise in Excel required.

Responsibilities

Research and resolve issues reported by the client's end-users via phone, email, and chat support.
Manage and maintain a test lab of devices running services to be used for reproducing customer issues.
Document all information on customer interaction according to standard operating procedures.
Efficiently and effectively answer users' software and technical questions.
Perform root cause analysis and determine the appropriate course of action.
Contribute to Knowledge Base via technical and process support documentation.
Deliver timely, accurate and professional customer service to all customers by Phone, e-mail, and/or chat.
Research and review issues and communicate effective solutions.