Technical Support Center Specialist

Job Description

The Technical Support Center Specialist is responsible for resolving technical problems in a call center/help desk environment for customers of our brand products.

Accountabilities

• Answer, evaluate and prioritize incoming requests via telephone, voicemail, email, and in‑person for assistance with hardware, software, networking, customer service and other computer‑related technologies.
• Identify priority status of issues based on customer feedback and the nature of the problem.
• Handle problem recognition, isolation, resolution and follow‑up for routine customer problems, escalating more complex issues to advanced team members or department management.
• Manage ownership of cases or ensure proper escalation processes.
• Interview customers to gather information, lead them through diagnostic procedures to determine source of error.
• Log and track every customer case using a problem‑management databa...