Technical Support Representative

The Technical Support Representative serves as the first point of contact for customers in need of assistance with a product or service that a company provides. They will be responsible for receiving contacts via phone calls, emails, and chat, utilizing their communication skills to identify customer needs and providing prompt and efficient resolution to users’ technical challenges.

Responsibilities and Duties

A Technical Support Representative is expected to:

• Manage large amounts of incoming phone calls.
• Responsible for day-to-day logging, tracking and resolving of customer reported problems or concerns.
• Identify and assess customers’ needs to provide satisfactory service.
• Act as the customer advocate for problem resolution by escalating incidents and/or requests to the appropriate groups in a timely manner.
• Provide prompt, courteous, and effective customer service via phone, email, chat, or other communicat...