Technical Support Representative – Tier II Job in Herndon, Virginia US
Technical Support Representative – Tier II
Incumbent is responsible for resolving customer technical issues that are presented to the company through our support channels - phone, web, and email. Incumbent will resolve issues and problems that are reported directly by the customers (parents and students) and will also be responsible for resolving time-sensitive issues reported through escalation channels by customer administrative staffs. Issues that will be resolved include, but may not be limited to: technical assistance with the use of K12-provided equipment (desktops/laptops/monitors/printers), such as troubleshooting start-up/log-in issues, hardware damage, and software viruses; general application support with the K12 suite of learning systems and business applications; ordering/replacing materials and computer equipment.
Knowledge, Skills, and Abilities
• High degree of customer service orientation a must
• Strong verbal and written communication skills a must, both in communicating directly with end customers and school administrators
• Ability to effectively use support ticketing and CRM software to document and assign customer problems for resolution
• Experience troubleshooting hardware and software problems both with and without the use of a remote access tool
• Knowledge of current K12 business model, applications, and processes is highly desirable
• Flexibility in working hours
• Ability to work in a high volume call environment
Requirements:
• High degree of customer service orientation a must
• Strong verbal and written communication skills a must, both in communicating directly with end customers and school administrators
• Education/Experience/Certificates:
• High School diploma or equivalent
• 2-4 years experience in a customer service and/or technical support
• Certifications like A+ or OEM are a strong plus
Computer Skills:
• Expertise in PC and Internet applications and use
• Expertise in Microsoft Windows 7 and XP environments; Mac OS knowledge a plus
• Proficiency in MS Office Suite and basic database use
• Thorough knowledge of home-based connectivity support
EOE and Drug-Free Workplace