Technical Support Representative

Myticas's direct client, based in CA, TX, NY, MN, FL, IL is currently seeking a Technical Support Representative for a Hybrid contract position.

Pay Rate: $20-21/hr on W2.

NOTE:

Will need to use personal equipment during the contract.

Can be hybrid in any of the following locations, location required on resume to be considered:

• West Main St Babylon, NY or Wolf Rd Colonie, NY or Robert Pitt Dr Monsey, NY or Liberty St New York, NY or White Plains, NY
• Brazos St Austin, TX or Rombauer Rd Coppell, TX or Bryan St Dallas, TX or Allen Pkwy Houston, TX
• North Brand Blvd-330, Glendale, CA or Michelle Dr Irvine, CA or
  -Capitol Mall Sacramento, CA or W.190th Street Torrance, CA
• West Adams St Chicago, IL or Lake Cook Rd Riverwoods, IL
• West Boy Scout Blvd Tampa, FL
• South Fifth St Minneapolis, MN

• 2+ Years of Experience working in a support center or equivalent environment
• General troubleshooting
• Computer/browser/network troubleshooting
• Ability to be proactive and prioritize issues
• Detail oriented and good problem-solving skills
• Excellent interpersonal skills.
• Good written and verbal communication, ability to articulate complex information clearly
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Ability to follow up and manage open cases until resolved.
• Ability to work a flexible schedule
• Ability to adjust quickly to changing job duties and processes

• Bachelor’s Degree OR
• High School diploma or GED and 2 years’ experience in a customer/technical support environment
• PREFERRED:
  Degrees MIS, Information Technology

Provide technical support to internal and external customers on client products, services, or processes.

• Troubleshoot and resolve customer and employee issues for client products and online platforms.
• Create and manage cases received through phone, email, and Salesforce cases.
• Complete routine/daily requests.
• Manage and complete long-term projects.
• Manage multiple cases at one time, providing details and updates until resolved.
• Work with customers to quickly get to the root of their problem.
• Provide timely and accurate customer feedback.
• Walk customers through a series of actions to resolve a problem.
• Follow up with customers to ensure the problem is resolved.
• Escalate to the correct team (technical, content, product management) for a resolution, then liaise between second level team(s) and the customer.
• Provide support in the form of procedural documentation.
• Keep team informed as new issues arise or processes are updated.
• Support co-workers and promote a positive work environment.
• Provide training to new employees on our various products/platforms.
• Cross train on other products, systems, and processes.
• Participate in product or system testing and review as required.