Technical Solutions Representative (225-1002)

As a Technical Solutions Representative, you will be at the forefront of delivering high-quality technical assistance and solutions to our clients and customers. You will act as the crucial link between the company and its customers, ensuring that technical issues are thoroughly diagnosed, timely resolved, and well-communicated. This position requires a blend of customer service expertise and technical acuity, allowing you to provide insightful and effective solutions. We seek a candidate who exhibits strong problem-solving skills, patience, and a passion for technology. Your primary goal will be to maintain client satisfaction and loyalty by addressing their needs and challenges efficiently and professionally.

Responsibilities

• Provide first-level contact and convey resolutions to customer technical issues.
• Efficiently identify, troubleshoot, and resolve hardware and software problems.
• Clearly understand and document customer issues, capturing all relevant data.
• Follow up with customers to ensure all issues are resolved to their satisfaction.
• Utilize a proactive approach to minimize emergency troubleshooting scenarios.
• Collaborate with the product development team regarding system defects and enhancements.
• Maintain a comprehensive knowledge of the company’s products and services.
• Prioritize and manage several open issues at one time effectively.
• Escalate unresolved issues to the appropriate internal teams as necessary.
• Create and disseminate tutorials and documentations for end-user guidance.
• Contribute to the improvement of service process and technical resources.
• Actively participate in team meetings, offering insights and suggestions.

Requirements

• Associate or Bachelor’s degree in Computer Science or related field preferred.
• Proven work experience as a Technical Support Representative or similar role.
• Exceptional ability to deliver customer support and resolve technical dilemmas.
• Strong understanding and troubleshooting skills in computer systems and networks.
• Excellent verbal and written communication skills tailored to customer needs.
• Mental agility and problem-solving aptitude amidst a fast-paced environment.
• Availability to work a flexible schedule including evenings and weekends.