Technical Support Representative

Job Title: Technical Support Representative

Department:
Call Center

FLSA Classification:
Non-Exempt

EEO Classification:
Administrative Support Workers

Last Modified: 08/22/2024

Uses technical and analytical skills to diagnose technical problems and provide customer service by offering solutions, explanations and options that will satisfy the customer while preserving the best interests of the company. Communication with customers is done via phone and/or written correspondence.

• Provides fast and efficient technical support to customers experiencing technical problems with their service.
• Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for next steps.
• Ensures customer satisfaction and maintains a friendly, helpful, and empathetic demeanor in all interactions.
• Maintains close contact with customers to give updates on progress toward resolution of issue or service request.
• Ensures that appropriate changes were made to resolve customers' problems.
• Refers unresolved customer issues to designated departments for further investigation.
• Uses business software to document analysis of technical issues, keep records of customer interactions, record details of inquiries, complaints, or comments, as well as actions taken to problem resolution.

• High School Diploma or equivalent required.
• 2+ years of related experience which includes diagnosing, troubleshooting, or repairing technology products preferred.
• Knowledge of broadband technology preferred.

• Excellent verbal and written communication.
• Excellent knowledge retention and recall.
• Strong problem-solving skills.
• Service orientation.
• Critical thinking.
• Active listening.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk, and sit; climb, balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision depth perception, and ability to focus.

The conditions listed are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate.