Technical Support Representative (WFM / Remote) (225-1015)

As a Technical Support Representative specializing in Workforce Management (WFM) with a remote work option, you will be at the forefront of delivering exceptional technical assistance and guidance to our esteemed clients. Your role will involve troubleshooting diverse technical issues, leveraging your expertise in WFM technologies, and ensuring seamless operations across client platforms. You will effectively communicate with clients, providing solutions and escalating issues when necessary, while maintaining a high level of customer satisfaction. Collaborating with other cross-functional teams, you will have the opportunity to enhance your problem-solving skills in a dynamic and fast-paced environment, all from the comfort of your home.

Responsibilities

• Respond promptly and effectively to customer queries related to WFM software issues.
• Diagnose and troubleshoot technical problems to identify solutions efficiently.
• Collaborate with the IT team to escalate and resolve complex technical challenges.
• Provide training and guidance to customers on the use of WFM tools and features.
• Document detailed records of customer interactions and technical incidences.
• Utilize ticketing systems to track and update the progress of customer issues.
• Analyze technical queries and recommend improvements based on user feedback.
• Maintain up-to-date knowledge of WFM software and related technologies.
• Identify recurring technical issues and devise long-term solutions for prevention.
• Collaborate with product teams to enhance the functionality of existing software.
• Participate in team meetings to discuss challenges and share successful outcomes.
• Provide customer feedback to the development team to inform future enhancements.

Requirements

• Proven experience as a Technical Support Representative in the WFM domain.
• Excellent understanding of Workforce Management systems and software applications.
• Strong problem-solving skills with a focus on customer satisfaction.
• Excellent verbal and written communication skills for remote support scenarios.
• Ability to work independently and manage multiple tasks efficiently.
• Familiarity with ticketing systems and remote support tools is preferred.
• Comfortable working remotely with a reliable internet connection at home.
• Availability for flexible working hours, including occasional weekends or holidays.