Technical Support Job in Austin 78728, Texas US
Technical Support
Location: Austin, Tx 78728
Employment Type: Full Time, Employee
Technisource has an immediate need for technically inclined individuals to join a growing Technical Support Team that provides additional support and escalation relief to current front line representatives of our clients collaborative, real time conferencing and communications software. As part of this team, you will establish a superior support experience by providing first contact support to customers regarding the use of this product. You will be responsible for the overall relationship management and ensuring the utmost in customer satisfaction. A combination of being a quick learner, good listener, articulate, patient, and possessing the ability to explain a wide range of technical concepts to customers of varying levels of technical ability while maintaining a pleasant disposition makes you an ideal candidate for this exciting opportunity!
Primary Duties
-Receive inbound technical support phone calls, emails, and community forum posts from end users and prospective clients supporting an online
conferencing and instant messaging tool. Trouble shoot customer issues to resolution/escalation using knowledge and tools provided.
-Make outbound follow-up calls to end users or prospective clients.
-Our client's model is one of total contact ownership of any issues raised to your level.
-Complete escalation procedures effectively and in a timely manner to deliver customer satisfaction.
-Create a support ticket for each customer interaction that clearly and effectively defines the support issue.
- Utilize superior multitasking skills to simultaneously employ numerous resources to research and resolve customer issues in a timely manner.
Required Skills
- Demonstrated clear written communication skills defined as the ability to clearly document product symptoms, troubleshooting steps and compose
professionally written emails.
- Demonstrated clear verbal communication skills defined as the ability to speak clearly in English and educate and guide customers, of all technical skill
levels, through support interfaces and troubleshooting processes.
- Demonstrated customer service skills defined as the ability to probe and identify customer need, inform the customer through the support process,
quickly resolve customer issues and empathize and / or diffuse potential escalated customer complaints. An ability to control a support conversation
while matching the customers sense of urgency is vital.
- Demonstrated problem solving skills defined as the ability to think logically, identify customer need and resolutions that meet those needs.
- Ability to multitask defined by speaking on the phone, utilizing multiple applications for research and typing at the same time.
- 6 months technical support experience in a consumer or enterprise level.
- Advanced computer and networking skills with the understanding of hardware and software platforms.
- Advanced knowledge of MS Office Applications, including but not limited to Microsoft Outlook, Word, Excel, and PowerPoint.
Defining Success
As a successful Lync Frontline Support Agent, you will be expected to:
oOwn the customers experience and drive satisfaction as measured through customer satisfaction survey.
oQuickly and effectively identify and define the customer issue and action it.
oEffectively document and code tickets.
oEnsure that solutions to all of incoming or outgoing customer support issues are delivered on first contact.
oEnsure that incoming customer calls are answered within 60 seconds.
oEnsure calls/email contacts are made within appropriate timeframe (depending on severity) upon ticket creation/assignment or within customer
established timeframe.
oEnsure that customer emails are responded to within the service level agreement designated by the serverity of the issue.
oMaintain a high level of professionalism, patience, and confidence.
oBe punctual, flexible to change, and have good attendance.
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