Information Technology Support Technician

Harvey Nash; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

Une entreprise de technologie en pleine croissance recherche un technicien de support client pour fournir un soutien technique aux clients via divers canaux. Le candidat idéal aura une expérience en centre d'appels et d'excellentes compétences en communication. Ce poste d'entrée de gamme offre une opportunité d'apprentissage et de développement dans un environnement dynamique.

Qualifications

• Au moins 1 an d'expérience dans un centre d'appels pour des problèmes techniques.
• Expérience dans un environnement de support client, de préférence dans les hautes technologies.
• Capacité à travailler efficacement dans un environnement dynamique.

Responsibilities

• Fournit un support technique par téléphone, email et chat.
• Éduque les clients sur l'utilisation des produits.
• Gère les problèmes clients de la rétroaction à la résolution.

Skills

Communication

Résolution de problèmes

Écoute active

Multi-tasking

Education

High school diploma or equivalent

Job description

Job Title: Customer Support Technician

Duration: 6 to 12 months

Job Description:

• Provides accurate and timely technical support to customers via telephone, email, and chat.
• Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize.
• Ensures that customer needs are met and champions customer concerns regarding potential product defects or design issues.
• Carries out assigned projects and supports team members to maintain professionalism.

Primary Responsibilities:

• Provides technical support via telephone, email, and chat.
• Educates customers on product usage.
• Manages customer issues from feedback to resolution.
• Records and maintains incident reports according to department standards.
• Assists development and implementation teams in resolving product issues.
• Validates and reports customer-submitted defect or design issues.
• Participates in testing new and improved products.
• Completes responsibilities outlined in the annual Performance Plan.
• Performs all other duties as assigned.

Qualifications:

1. High school diploma or equivalent.
2. At least 1 year of experience in a call center supporting technical issues via phone and chat.
3. Experience in a customer support environment, preferably in high-tech industries.
4. Excellent communication skills, both written and verbal.
5. Effective troubleshooting skills to resolve problems while ensuring customer satisfaction within service level goals.
6. Ability to work efficiently in a fast-paced environment.
7. Strong listening skills to understand customer issues thoroughly.
8. Ability to perform other responsibilities as assigned by supervisor or manager.

Additional Details:

• Seniority level: Entry level
• Employment type: Contract
• Job function: Information Technology and Other
• Industries: Insurance, Employee Benefits, Technology, Information, and Media