Tier III Technical Support Advisor
1 week ago
Job DescriptionAs a Technical Support Advisor, you'll be our valued customers' first point of contact, ensuring their success with our products/services.
You'll wear many hats – troubleshooting technical issues, providing clear guidance, and going the extra mile to delight users. You will play a critical role in ensuring customer satisfaction and driving positive brand experiences.Essential Functions/Core ResponsibilitiesAssist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problemsTroubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client productsFollow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as neededSolve problems that are generally unstructured and require extensive use of conceptual thinking skillsServe as a resource to other support personnelEnsure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')Greet customers in a courteous, friendly, and professional manner using agreed upon proceduresListen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customerClarify customer requirements; probe for understandingPrepare complete and accurate work including appropriately notating accounts as requiredParticipate in activities designed to improve customer satisfaction and business performanceLog all incoming calls and accurately complete case notes in the call tracking databaseCandidate ProfileHigh School Diploma and one year of relevant experience preferredAchieve and maintain recognized and applicable technical certification(s)Relevant technical expertise related to program (i.e.
hardware, software, networking, data storage, troubleshooting, repair and sales)Advanced knowledge of client technical systemsCourteous with strong customer service orientationAbility to effectively communicate, both written and verballyAbility to learn including strong problem solving skillsDependable with proficient attention to detailSkilled in multi-tasking; including the ability to be flexible and adapt to changes quicklyAbility to work as a team member, as well as independently with minimal supervisionDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner Disclaimer:is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.
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