Technical Support Representative

Swyft Fiber; Ball (LA); On-site; USD 35,000 - 45,000; Full time

Job summary

A technology service provider is seeking a Technical Support Representative to provide efficient technical support and customer service. Candidates should have a High School Diploma and 2+ years of experience in diagnosing technical problems. The role requires strong communication, problem-solving skills, and a friendly demeanor. It's an entry-level position that involves maintaining customer satisfaction and ensuring effective communication throughout the resolution process. Full-time employment with opportunities to assist customers in need.

Qualifications

• 2+ years of related experience in diagnosing, troubleshooting, or repairing technology products preferred.
• Knowledge of broadband technology preferred.

Responsibilities

• Provide fast and efficient technical support to customers experiencing technical problems.
• Understand technology issues by asking questions and listening.
• Maintain customer satisfaction through friendly and helpful interaction.
• Document analysis of technical issues and keep records of interactions.

Skills

Excellent verbal and written communication

Excellent knowledge retention and recall

Strong problem-solving skills

Service orientation

Critical thinking

Education

High School Diploma or equivalent

Job description

Job Title

Technical Support Representative

Job Summary

Uses technical and analytical skills to diagnose technical problems and provide customer service by offering solutions, explanations and options that will satisfy the customer while preserving the best interests of the company. Communication with customers is done via phone and/or written correspondence.

Responsibilities

• Provides fast and efficient technical support to customers experiencing technical problems with their service.
• Understand technology issues by asking questions, listening, asking follow‑up questions, taking detailed notes, and providing accurate time estimates for next steps.
• Ensures customer satisfaction and maintains a friendly, helpful, and empathetic demeanor in all interactions.
• Maintains close contact with customers to give updates on progress toward resolution of issue or service request.
• Ensures that appropriate changes were made to resolve customers' problems.
• Refers unresolved customer issues to designated departments for further investigation.
• Uses business software to document analysis of technical issues, keep records of customer interactions, record details of inquiries, complaints, or comments, as well as actions taken to problem resolution.

Job Qualifications

• High School Diploma or equivalent required.
• 2+ years of related experience which includes diagnosing, troubleshooting, or repairing technology products preferred.
• Knowledge of broadband technology preferred.

Skills

• Excellent verbal and written communication.
• Excellent knowledge retention and recall.
• Strong problem‑solving skills.
• Service orientation.
• Critical thinking.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk, and sit; climb, balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to focus.

Equipment and Accommodation

The conditions listed are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Equal Opportunity Employer/Veterans/Disabled

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Information Technology

Industries

• Technology, Information and Internet