Tech Support Specialist - Customer-Focused Troubleshooter

Twin Lakes; Michigan; On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Matching 401k

Paid Time Off

Medical, Dental, and Vision Insurance

Disability Insurance

Job summary

Twin Lakes is seeking a Technical Support Representative to be the first line of support for customers in a fast-paced call center environment. You will troubleshoot and resolve technical issues, handle service tickets, emails, and phone calls, and collaborate with customers and technicians to provide day-to-day account support.

The successful candidate will be an adaptive problem solver with strong communication skills, a solid IT foundation, and the ability to multitask while delivering

Qualifications

• HS diploma or equivalent; IT certs and experience preferred.
• Comprehensive knowledge of PC use and basic IT concepts.
• Proficient with Windows, Office, macOS, mobile devices, networking components, remote access software, and antivirus.
• Available to work day, evening, weekend or holiday shifts and on-call as scheduled.

Responsibilities

• Provide technical assistance to answer questions or resolve problems using various communication methods.
• Assist with installation and testing of customer premise equipment using various communication methods.
• Utilizes team collaboration, diagnostic tools, service aids, and product schematics in assessing and resolving customer issues.
• Monitors Network Management Systems to proactively identify and resolve network issues.
• Performs all record keeping functions as directed.

Skills

Oral & written communication

Team player

Adaptive problem solving

PC & IT concepts

Windows & Office

macOS & mobile devices

Networking & remote access

Antivirus software

Education

High School diploma or equivalent

Job description

Twin Lakes is seeking a Technical Support Representative to be the first line of support for customers in a fast-paced call center environment. You will troubleshoot and resolve technical issues, handle service tickets, emails, and phone calls, and collaborate with customers and technicians to provide day-to-day account support.

The successful candidate will be an adaptive problem solver with strong communication skills, a solid IT foundation, and the ability to multitask while delivering