Technical Support Representative (Level II)

Military, Veterans and Diverse Job Seekers; San Diego (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Military, Veterans and Diverse Job Seekers seeks a Technical Support Representative II in San Diego to join our fast-paced team. You will diagnose, troubleshoot, and resolve customer issues by phone, document case history, and manage resolutions while delivering exceptional service.

You will build knowledge of tracking devices, support customers and distributors, and create Knowledge Base articles based on resolutions. Strong communication and time management are essential in this role.

Qualifications

• Technical or Computer related degree or equivalent experience.
• 2+ years providing technical support (phone, email, and/or on-site).
• Extensive knowledge of Win XP, Win 7, MS Office; Mac OSX a plus.
• Ability to build, configure, troubleshoot, and repair PCs.
• Ability to troubleshoot, diagnose, and resolve product and service issues in a timely and efficient manner.
• Intermediate knowledge of networking hardware and configuration.
• Strong customer service and support skills.
• Strong telephone skills.
• Must be patient, self-motivated, detail oriented, and disciplined in time management.
• Willing to perform multiple duties and tasks, and assist Technical Director with various assignments.

Responsibilities

• Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environment
• Create and document case history
• Manage case logs and resolutions
• Create Knowledge Base Articles based on case resolutions
• Follow up to ensure resolution and customer satisfaction
• Develop in depth knowledge of tracking and product expert on third-party devices

Skills

Technical support

Customer service

Phone skills

Troubleshooting

PC repair

Networking basics

Time management

Education

Technical or computer related degree

Tools

Zendesk

Salesforce

MS Office

Windows OS

Mac OSX

Job description

Technical Support Representative (Level II)

About the job Technical Support Representative (Level II)

We are looking for a highly motivated team player to join our outstanding customer service team! As a Technical Support Representative II, you will provide top-tier technical support to both customers and distributors, manage case logs and resolutions, and maintain an exceptional level of customer service.
Primary Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environment
• Create and document case history
• Manage case logs and resolutions
• Create Knowledge Base Articles based on case resolutions
• Follow up to ensure resolution and customer satisfaction
• Basic Knowledge of tracking and third-party devices
• Develop in depth knowledge of tracking and product expert on third-party devices

Work Environment
This job operates in various environments such as customer locations, homes and offices. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. The employee must frequently lift and/or move items over 50 pounds and on occasion 150 pounds (two-person lift).
Requirements:Required Education, Experience & Skills

• Technical or Computer related degree or equivalent experience and
• 2 + years providing technical support (phone, email, and/or on-site)
• Extensive knowledge of Win XP, Win 7, MS Office; Mac OSX a plus
• Ability to build, configure, troubleshoot, and repair PCs
• Ability to troubleshoot, diagnose, and resolve product and service issues in a timely and efficient manner
• Intermediate knowledge of networking hardware and configuration
• Strong customer service and support skills
• Strong telephone skills
• Must be patient, self-motivated, detail oriented, and disciplined in time management
• Willing to perform multiple duties and tasks, and assist Technical Director with various assignments
• Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environment
• Create and document case history
• Manage case logs and resolutions
• Create Knowledge Base Articles based on case resolutions
• Follow up to ensure resolution and customer satisfaction

Preferred Education, Experience & Skills

• Knowledge and use of Zendesk
• Knowledge and use of Salesforce
• Understanding of Sports (particularly golf) terminology