Technical Support Associate

About the role

The Technical Support Associate will provide exceptional customer support by handling incoming phone calls and emails, troubleshooting customers’ equipment issues, and effectively addressing their inquiries. They will work in a fast-paced environment, examining, questioning, and resolving complex technical issues with precision and expertise.

Responsibilities

• Manage a high volume of incoming phone calls and emails from customers.
• Analyze, question, and troubleshoot technical issues customers present, ensuring an accurate representation of their problems.
• Guide customers through step-by-step troubleshooting processes, ensuring clear communication and accurate resolution of technical problems.
• Demonstrate excellent communication skills to convey technical information to customers effectively.
• Maintain detailed and accurate records of customer interactions, inquiries, troubleshooting steps, and resolutions in the ticketing system.
• All other duties assigned.

Requirements

Required Experience

• Commitment to the empathy of the customer.
• The ability to critically analyze, research, and verify information through online resources, and manuals.
• Desire to be a team player and eager to learn and master new technical topics.
• A commitment to a 40-hour work week with a rotating Saturday shift.

Preferred Background

• Ability to thrive in a fast-paced environment, adapt to changing priorities and deliver timely solutions to customers.
• Excellent verbal and written communication skills to explain technical concepts to customers clearly and concisely.
• 2+ years of customer service is a plus.

Physical Requirements

This position may require the ability to perform tasks that involve sitting, standing, walking, lifting 25+ lbs, computer work, and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodation.

Schedule

40-hour work week with a rotating Saturday shift.