Technical Support Representative

Technical Support Representative I provides basic technical support and assistance to clients via email, phone, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance. Being a Technical Support Representative I provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken. Additionally, Technical Support Representative I possesses a basic understanding of the organization’s products and services, but escalates more complex inquiries. Requires a high school diploma. Typically reports to a supervisor or manager. The Technical Support Representative I possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. May require 0-1 year of general work experience.

Technical Support Representative Job Description Template

Our company is looking for a Technical Support Representative to join our team.

Responsibilities:

  • Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades;
  • Create and implement new processes to improve efficiency and customer satisfaction while reducing costs;
  • Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software;
  • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

Requirements:

  • Strong analytical and planning skills;
  • Communication skills;
  • Converse with clients using appropriate language;
  • Customer Service;
  • Excellent problem-solving skills;
  • Possess excellent customer relations, negotiation skills and computer literacy;
  • Identify upselling opportunities to facilitate sales of company products/services;
  • Basic troubleshooting skills;
  • Good communication skills;
  • Excellent customer service skills. Appreciation for easy to use, intuitive software;
  • Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue;
  • Must have good English communication skills;
  • Strong Customer service orientation;
  • MS Office;
  • Ability to impact technical knowledge to end-user.