19 Apr
Technical Support Representative
Illinois, Riverwoods , 60015 Riverwoods USA

Vacancy expired!

Technical Support Representative

  • 6months contract with potential for hire

  • Location: Riverwoods, IL (Has to be onsite after COVID)

  • Our Client is a Global Services provider with Multibillion dollar in revenue
As a Technical Support Representative, you will be responsible for providing technical support to internal and external customers experiencing basic to complex technical and product specific issues. Provide remote technical and application support to customers, by phone and email. Develop strong knowledge of product(s). Understand related issues presented by customers and can correlate issues to products. Resolve unique or basic to moderately complex inquiries by researching technical help guide, product guides and by working on common inquiries.

Requirements:
  • High School Diploma (or equivalent) and 2 years of experience.
  • Work experience in computer science, technical, or management information systems.
  • Three years of experience in basic help desk or customer support environment or equivalent work experience.
  • Intermediate experience with recent versions of Microsoft operating systems and Office, specifically Excel and Word.
  • Ability to manage multiple priorities within a fast pace environment.
  • Two years’ experience in basic help desk or software applications or equivalent work environment.
  • Experience working with computer networks & internet software.
  • Application or technology testing experience.

Responsibilities:
  • Provide accurate and timely customer service/support by phone and email
  • Research technical guide and product guides for moderately complex external and internal customer inquiries
  • Handle difficult customer situations in a professional manner
  • Provide software troubleshooting for customers
  • Track support tickets in call tracking system
  • Adhere to the team’s policies and standard operating procedures
  • Maintain or exceed quality performance metrics
  • Maintain high level of confidentiality with product and customer data
  • Mentor less experienced representatives in a positive manner
  • Write documents for product resolution database
  • Identify training opportunities within the team and formulate training documentation
  • Review all escalating tickets prior to escalating to Tier II support
  • Takes initiative in learning new troubleshooting skills
  • Makes moderate decisions on behalf of Supervisor when one is not present
  • Cross-train on other CCH products and systems.

Vacancy expired!

Subscribe for new vacancies
Report job