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Technical Support Representative (Support Technician)

Apr 28, 2021 19:25 pm
Pittsburgh, PA, USA
Full-time

Summary

Overview

The Support Technician will provide technical support for customers by answering inbound calls, responding to support tickets, and completing scheduled training appointments. Utilizing training and knowledge guidelines, the Support Technician will attempt to quickly diagnose issues to resolve the problem or escalate as needed.

Essential Duties

Responsibilities

  • Maintains a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
  • Ensures customers are a priority and well taken care of by providing exceptional customer support.
  • Gathers, prioritizes and responds to customer issues by phone, email and remote support tools.
  • Utilizes product knowledge to describe functions, features and details to customers remotely.
  • Promptly resolves customer technical issues to the customer’s satisfaction per company procedures and standards or escalates problems to higher tiers, management or development as needed.
  • Creates and maintains knowledge base to troubleshoot/service end-user reported problems and requests.
  • Documents touch points with customers in CRM and keeps detailed notes on conversations, emails and service to those customers.
  • Investigates and fixes issues related to hardware communication and data transfers between company products and customer equipment.
  • Assist with installation of other devices that communicate with Petrosoft products.
  • Assist with researching and gathering information for troubleshooting hardware and software issues.
  • Performs administrative duties, reports and special projects associate with technical support.
  • Other duties as assigned.

Skills Required

Additional and/or Specific Skills

  • Clear communication skills in written and oral form.
  • Customer relationship management.
  • Professionalism.
  • Patience.
  • Time Management.
  • Detail-oriented.
  • Analytical skills.
  • Computer skills.
  • Troubleshooting techniques.

Experience

  • Previous experience in a technical support role preferred.
  • Networking experience.
  • Basic understanding of Linux.
  • Point-of-Sale knowledge.
  • Retail experience extremely helpful.
  • Previous customer service experience.

Required Education

Education/Experience

  • Experience with Microsoft Office Suite.
  • Technical aptitude.
  • High school diploma/GED, Associate degree preferred.
  • Prior call center/support experience in an IT or technical field preferred.
  • Retail industry knowledge helpful.
  • IT Business Analysis/Research or similar experience helpful.

Physical Requirements

  • Long periods of sitting.
  • Exposure to call center noise.
  • Repetitive typing.
  • Heavy phone exposure.

Other

  • Occasional travel (up to 10%) for on-site support services.

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    Petrosoft is an equal opportunity employer and is pleased to offer a very competitive benefits plan.

    Health Insurance
    Dental Insurance
    Vision Insurance
    Flexible Spending
    Account
    401(k) Plan
    Guaranteed $20,000 Life Insurance
    6 Holidays
    13 Days PTO
    Short/Long Term Disability Insurance
    EAP Program
    Voluntary Life Insurance
    Travel Discount Program
    Commission Program