Job Description

This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.

• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems 
• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed 
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer 
• Clarify customer requirements; probe for understanding
• Prepare complete and accurate work including appropriately notating accounts as required 
• Participate in activities designed to improve customer satisfaction and business performance

Required Knowledge, Skills, and Abilities

• Associate’s Degree in related technical discipline with six years of related technical experience preferred 
• Achieve and maintain recognized and applicable technical certification
• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair) 
• Working knowledge of client technical systems
• Courteous with strong customer service orientation 
• Ability to effectively communicate, both written and verbally
• Ability to learn including strong problem solving skills 
• Dependable with proficient attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly 
• Ability to work as a team member, as well as independently with minimal supervision
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner 
• Able to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required 
• Job requirements may vary by country and will not contravene any local laws