Salelytics · 5 hours ago

12/02/24-TECHNICAL SUPPORT SPECIALIST-WFH

United States

Full-time

Remote

Entry Level

2+ years exp

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Customer ServiceSales

Work & Life Balance

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Responsibilities

Provide a single point of contact for customers needing to resolve problems with their phone or computer systems by receiving service requests via phone or chat, and logging such service requests in a complete, concise manner

Determine if the service request is within the department's scope of responsibility, if so, analyze and handle the request, assisting the customer until the problem is resolved

Direct other service requests not handled by Tech Connect to the appropriate resources to resolve the problem, then follow the problem until final resolution for the customer, ensuring work orders have been addressed and properly closed out

Guarantee that high levels of customer satisfaction are provided during each point of contact with customers

Immediately notify appropriate individuals of any problems that could potentially impact production activities and follow escalation to keep impact minimal

Update information on service requests as necessary, and close out service requests when customers' problems have been resolved

Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures

Set up conference bridges for customers, both on scheduled and emergency basis, ensuring that necessary conference bridge information is distributed to appropriate individuals in a timely manner

Compile and generate service request management and trending reports, as requested

Research and resolve basic problems escalating to appropriate departmental staff any issues that may adversely impact system

Provide a single point of contact for departmental staff to ensure system issues are resolved by following problem from beginning to final resolution

Continuously strive to provide accurate and timely evaluation of problems and recommend alternative solutions to supervisor

Strive to enhance the relationship with department and internal staff ensuring the highest quality, responsive service possible is provided

Assist in the development and implementation of tools and procedures to enhance monitoring and escalation process

Identify processes that can be automated

Assist with documenting and communication of new tool processes and procedures with departmental staff

Maintain the library of call processing system software configuration files and provide updates as system conditions change

Assist with testing and installation of new programs and procedures

Monitor and control access to various sub-systems where applicable thus providing a controlled system

Cooperate with team members to meet goals or complete tasks

Provide quality customer service that exceeds customer expectations and improves level of service being provided

Treat all internal/external customers, team members and department contacts with dignity/respect

Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Qualification

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