Hybrid Tech Support Specialist, Customer Apps & After-Hours

Intercity Packers Ltd.; Wyoming (MI); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Gordon Food Service is seeking a Customer Technology Support Representative to provide technical support for sales and customer-facing applications. You will handle inquiries via phone, email, and chat, troubleshoot issues, and contribute to a knowledgeable support team.

The role notes a hybrid schedule of four days in the office and one day from home, with after-hours on-call rotation. Strong customer service, communication, and problem-solving skills are required.

Qualifications

• High School Diploma or equivalent required.
• Bachelor's degree in Computer Science, Business or related field preferred.
• 1-3 years customer-facing experience or equivalent.
• Equivalent combination of education and experience may be considered.
• Excellent customer service skills.
• Understand Web Based Customer Facing Technology.
• Strong written and verbal communication skills.
• Ability to multi-task and prioritize effectively.
• Team-oriented and able to work independently.

Responsibilities

• Provide technical support via phone, email, and instant message.
• Resolve issues related to training, program malfunctions, or tech apps.
• Offer 2nd and 3rd level support for specific applications.
• Enter call information into call tracking software accurately.
• Mentor other Call Center staff in areas of specialty.
• Provide external application support as needed.
• Deliver 'how-to' support for business and customer apps.
• Back-up support and handle overflow calls for Customer Service.

Skills

Customer service

Communication

Troubleshooting

Multi-tasking

Team collaboration

Written/verbal skills

Phone/email/IM support

Education

High School Diploma

Bachelor’s degree (CS/Business)

Tools

Call tracking software

Unified User Management Software

Web-based customer facing tech

Job description

Gordon Food Service is seeking a Customer Technology Support Representative to provide technical support for sales and customer-facing applications. You will handle inquiries via phone, email, and chat, troubleshoot issues, and contribute to a knowledgeable support team.

The role notes a hybrid schedule of four days in the office and one day from home, with after-hours on-call rotation. Strong customer service, communication, and problem-solving skills are required.