As a Technical Support Associate, you are part of the team that provides critical support to our valued online and desktop customers. Acting as the first line of response to our customers nationwide, you will assist them in an open, helpful and engaging tone that provides the best solution for each customer.
Specifically, you will:
Use a variety of internal resources and applications such as phone, e-mail and web chat to communicate with customers.
Use troubleshooting tools such as remote connection and VMware workstation to help resolve technical issues.
Monitor phone and chat applications.
Document and monitor the status of technical support tickets.
Research customer issues using all resources available to prevent and solve issues.
Maintain the accuracy of the internal knowledge base and training materials.
Assist in training seasonal support staff on product software, customer service skills and technical guidelines.
Act as a go-to resource for seasonal support staff.
Review open seasonal support staff tickets in SFDC for accuracy and completeness.
Attend product meetings, when assigned, and actively provide input and feedback.
Brainstorm ideas and suggestions with peers with the goal in mind of improving support productivity and efficiency.
Participate in various projects such as analyzing software performance through testing.
What it Takes
Associate’s degree or equivalent from two-year college or technical school; six months to one year experience and/or training or equivalent combination of both.
Technical certifications are a plus.
Experience with VMware workstation and remote connections, are a plus.
Effective problem solving skills.
Desire to provide exceptional customer service to others.
Ability to multi-task while maintaining strong attention to detail.
Ability to work in a seasonally fast-paced environment.