Technical Solutions Representative (225-818)

A Technical Solutions Representative is a vital component in any organization that aims to provide excellent customer service through resolving technical issues efficiently. In this role, you will act as the first point of contact for customers who are experiencing technical challenges with products or services. You will be tasked with diagnosing and troubleshooting technical problems, providing real-time solutions, and escalating more complex issues to higher-level support or specialized teams if necessary. Your ability to communicate effectively and convey technical information clearly and accurately will be crucial in ensuring customer satisfaction and maintaining the company’s reputation for high-quality customer service. Additionally, you will contribute to the development and improvement of support tools and resources, helping to enhance the overall efficiency of the technical support team. This position requires a blend of problem-solving skills, technical knowledge, and the ability to work under pressure to meet customer needs promptly and efficiently.

Responsibilities

• Serve as the first point of contact for customers experiencing technical issues.
• Diagnose and troubleshoot software and hardware issues effectively and efficiently.
• Communicate technical solutions and information clearly and accurately to non-technical users.
• Document and track all customer interactions and solutions provided in the system.
• Collaborate with team members and other departments to resolve complex issues.
• Escalate unresolved issues to higher-level support in a timely manner.
• Assist in the creation and maintenance of support documentation and tools.
• Provide feedback and recommendations to improve customer support strategies and processes.
• Participate in training sessions to stay updated on products and technologies.
• Monitor and meet assigned service level agreements (SLAs) for response and resolution time.
• Enhance the user experience by identifying gaps and recommending solutions.
• Contribute to a positive team environment by motivating and encouraging peers.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Proven experience in a technical support or customer service role.
• Strong problem-solving skills and attention to detail with technical issues.
• Excellent communication skills, both verbal and written, for customer interaction.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Familiarity with ticketing systems and support software is highly desirable.
• Strong knowledge of Windows, Mac OS, and mobile operating systems.