Technical Support Representative

Foundation Software•Strongsville, OH

About The Position

As a Technical Support Representative , you will be the first line of contact for customers seeking technical assistance via phone or email. Your primary responsibility is to resolve technical issues efficiently while maintaining a high standard of customer service. You will be expected to provide accurate product or service information, document calls thoroughly and escalate unresolved issues to the next level of support. You must be customer-oriented, calm under pressure, and possess a strong understanding of computer systems, mobile devices, and other technical products.

Requirements

Strong technical background with an understanding of computer systems, mobile devices, and other technical products
Excellent communication and customer service skills
Ability to remain calm and professional when handling customer issues
Strong problem-solving abilities and attention to detail
Ability to multitask and manage time effectively

Nice To Haves

Experience with call logging, ticketing systems, and customer support platforms is a plus

Responsibilities

Serve as the first point of contact for customers seeking technical assistance via phone or email
Provide accurate and detailed information regarding products or services, ensuring clear communication with customers
Thoroughly document each customer interaction, including the issue, cause, and resolution, to improve future interactions
Troubleshoot and walk customers through the problem-solving process, offering step-by-step guidance
Provide exceptional customer service and aim to exceed customer expectations at every opportunity
Maintain a strong understanding of computer systems, mobile devices, and other technical products to ensure accurate support
Ensure proper recording, documentation, and timely closure of support tickets
Identify and recommend process or procedure improvements to enhance the efficiency of the support team
Continuously grow knowledge of help desk procedures, products, and services
Follow up with customers to ensure satisfaction and provide updates on their issues when appropriate
Escalate unresolved issues to the next level of support in a timely manner
Assist Client Services representatives with client technical issues as needed
Log detailed information about each call, including the issue, cause, and resolution in the call notes
Handle at least 15 to 18 calls per day
Maintain 3 to 4 hours of active call time per day
Ensure no more than 15 minutes between calls and avoid exceeding this delay more than three time a day