Tech Support Specialist

Akkodis; United States; Remote; Full time

Job summary

Akkodis seeks a Tech Support Specialist for a remote role responsible for providing technical assistance to customers. The ideal candidate will handle over 50 user inquiries daily, troubleshoot effectively, and document problem resolutions in a call center environment. Successful candidates will have strong communication skills, prior experience in tech support, and the ability to manage multiple tasks. This position offers competitive hourly pay and an opportunity to develop in a dynamic team-oriented setting.

Benefits

Medical insurance

Dental insurance

Vision insurance

401K plan

Paid Sick Leave

Qualifications

• Strong customer resolution skills; troubleshooting technical issues.
• Minimum 1 year experience in technical support.
• Ability to document resolutions accurately.

Responsibilities

• Handle 50+ users daily for tech support; provide excellent customer care.
• Manage troubleshooting processes via phone/email to ensure resolution.
• Document issues and resolutions in ticket management systems.

Skills

Problem resolution

Critical thinking

Verbal communication

Written communication

Team collaboration

Multi-tasking

Technical troubleshooting

Education

High School Diploma or GED

12 months of technical support experience

3 years in customer service

Tools

ServiceNow

MS Office Applications

Job description

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This range is provided by Akkodis. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$18.00/hr - $20.00/hr

Direct message the job poster from Akkodis

Akkodis seeks a Tech Support Specialist in Remote. The ideal candidate will have experience working to handle 50+ users daily via phone/email to provide excellent customer care, technical troubleshooting, and maximum productivity at a call center capacity.

Assignment length: 12+ months, possible to extend

Pay Range: $18/hour—$20/hour. The rate may be negotiable based on experience, education, geographic location, and other factors.

Summary

Skill Set Requirements:

• Ability to work successfully with customers to provide problem resolution

• Strong critical thinking ability

• Strong verbal and written communication

• Collaborator and ability to work within a team setting

• Ability to document problem resolution and other materials

• Ability to multi-task and prioritize effectively and independently

• Proficiency in MS Office Applications

Specific Duties:

1. Listen to caller's concerns; taking ownership of each caller's request and managing their expectations to ensure timely resolution

2. Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues

3. Document required information through our client ticket management application known as ServiceNow while being compliant with HIPAA and other federally regulated laws.

4. Manage group by service as a team mentor to peers with troubleshooting inquiries.

5. Handle customer complaints and offer elevated technical support expertise.

What are the top 5-10 responsibilities for this position?

This is a challenging opportunity that offers learning, growth, and a diversity of responsibilities. Reps will respond to client/user inquiries, ranging from basic questions about technology to troubleshooting technical issues related to our product. You will also work with various internal support groups to escalate complex and high-priority/high-impact issues. You can expect to handle 50+ users daily via phone/email to provide excellent customer care, technical troubleshooting, and maximum productivity at a call center capacity. Additional duties include proper ticket handling, ongoing training to stay up to date on product/industry updates and releases, effective navigation of technical tools provided, and light reporting/tracking of trending issues. Technical aptitude, problem-solving abilities, customer relationship skills, organization, and dependability are all imperative to success in this role. Strong candidates must have a minimum of 1 year of previous experience resolving technical issues over the phone, demonstrated successful troubleshooting, and possess the soft skills required to effectively communicate technical solutions to non-technical users.

What are the top 5-10 responsibilities for this position?

This is a challenging opportunity that offers learning, growth, and diversity of responsibilities. Reps will respond to client/user inquiries, ranging from basic questions about technology to troubleshooting technical issues related to our product. You will also work with various internal support groups to escalate complex and high-priority/high-impact issues. You can expect to handle 50+ users daily via phone/email to provide excellent customer care, technical troubleshooting, and maximum productivity at a call center capacity. Additional duties include proper ticket handling, ongoing training to stay up to date on product/industry updates and releases, effective navigation of technical tools provided, and light reporting/tracking of trending issues. Technical aptitude, problem-solving abilities, customer relationship skills, organization, and dependability are all imperative to success in this role. Strong candidates must have a minimum of 1 year of previous experience resolving technical issues over the phone, demonstrated successful troubleshooting, and possess the soft skills required to effectively communicate technical solutions to non-technical users.

Qualifications:

• High School Diploma or GED

• 5 Years of answering inbound phone calls

• At least 3 years in customer service or equivalent experience

• 12 months of technical support experience

• Proficient in client management ticketing applications

• Ability to work successfully with customers to provide problem resolution

• Strong problem-solving skills

• Strong verbal and written communication

• Collaborator and ability to work within a team setting

• Ability to document problem resolution and other materials

• Ability to multi-task and prioritize effectively and independently

• Proficiency in MS Office Applications

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave, including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Insurance

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