Customer Support Representative

Only qualified Service Desk/Helpdesk support candidates local to the Orlando, FL will be considered due to the assignment being hybrid and requiring an onsite presence for 2 days a week

• Technical background and ability to learn and absorb technology quickly.
• Great written and verbal communication skill.
• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
• The ability to communicate effectively with people at all levels.
• The ability to have difficult conversations with customers.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• Basic understanding of ITIL Skills and business processes.
• 2 - 4 years working within an IT environment
• The ability to work as part of a team and on their own initiative.

Client is currently seeking a motivated Customer Support Representative to join our Customer Support team in location, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the Client platform, to ensure a positive customer experience.

• Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
• Escalating to internal or external support resources and Subject Matter Experts when necessary.
• Supporting users in the use of the Client platform by providing necessary advice and/or training.
• Perform initial triage of customer cases with documented solutions and/or workarounds.
• Manage 5-7 cases daily.

Work Persona (Flexible):
This position requires to be onsite two days a week. Wednesdays and Thursdays are currently prominent but may change.

• Only those lawfully authorized to work in the designated country associated with the position will be considered.

• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.