Technical Support Professional I

Job Summary:
Responsible for providing problem resolution for incoming service inquiries which are basic or routine. Answer inquiries, solve problems, and perform troubleshooting using provided scripting and published materials.
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Duties and Responsibilities:
Provide continuous technical support via telephone and other electronic mediums for a limited product category.
Employ a high level of interpersonal and communication skills to move beyond customer’s frustrations and solve customer’s problem.
Identify the level of technical knowledge of the customer and adjust technical communications to solve customer’s problem.
Deliver technical assistance relying on instruction and pre-established guidelines.
Achieve and maintain to a performance standard. Including but not limited to; average handle time, call quality, and customer satisfaction.
Log all incoming calls and accurately complete case notes in the call tracking database.
Search and retrieve data from various databases.
Participate in training activities to maintain technical currency, and to broaden product knowledge.
Extend contact to promote and sell products or services as required by assigned queue.
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Requirements:
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Basic knowledge of computer operating systems. Including but not limited to one or more of the following; Mac OS, Windows 98, NT, 2000, ME, XP, UNIX, and Linux.
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to employ patience and self-control in handling irate customers.
Ability and willingness to provide pre-sales, sales, or post-sales support.
Ability to promote and sell products or services.
Ability to sit at a computer keyboard, monitor and use a telephone headset for extended periods of time.
May be required to work unconventional hours or shifts, weekends, holidays, or early mornings.
High school diploma.
Equivalent education or experience may be substituted for any of the above.