Technical Game changer

Essential Functions/Core Responsibilities

• Provide prompt and accurate technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Research and identify solutions to complex technical problems using knowledge base resources and escalation pathways.
• Document and escalate unresolved issues to higher-level support teams.
• Maintain detailed records of customer interactions and support activities.
• Proactively identify and address potential customer issues to prevent escalations.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Serve as a resource to other support personnel
• Participate in ongoing training and development to stay abreast of the latest technology advancements.
• Collaborate effectively with internal teams (e.g., engineering, product development) to resolve technical problems and improve product usability.
• Maintain a professional and positive demeanor while interacting with customers, even in challenging situations.
• Participate in activities designed to improve customer satisfaction and business performance
  

Candidate Profile

• A High School Diploma and one year of relevant experience are preferred
• Tech sales experience is preferred
• Basic/Advanced '' depends on the program '' understanding of client technical systems.
• Ability to learn including strong problem-solving skills
• Exceptional communication and interpersonal skills, with the ability to effectively explain technical concepts to non-technical users.
• Proficient in written and verbal communication.
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Commitment to providing exceptional customer service.
• Courteous with a strong customer service orientation
• Achieve and maintain recognized and applicable technical certification(s)
• Able to rotate shifts, as needed
• Based on the program, additional experience/skills may be required
  

Our Benefits

• Competitive salary
• A bright, modern, and exciting place to work, with excellent staff facilities
• Performance-related pay
• Voluntary Medical plan
• Transportation allowance
• Life insurance
• Annual reward and recognition events
• Holiday pay
• Access to training and development opportunities.