Full-Time Technical Support Representative

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

Requirements

• 2+ years of technical support experience: Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers. 
• General knowledge of how web-based and mobile apps work. 
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations. 
•  Ability to thrive in a dynamic and evolving environment – must be adaptable. 
• Metrics-driven and proven ability to handle a high volume of customer interactions. 
• Strong conflict resolution skills and even temperament in challenging situations. 
• Native or near-native written and spoken English. 
• Ability to properly understand and convey tone via written communications.
•  Creative problem-solving skills. 
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations. 
• Loads of empathy – you genuinely care! 
• Proactive attitude and ability to work with limited supervision.

Plus Requirements

• Support the team by executing initiatives and collaborating on projects. 
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows. 
•  Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life. 
• Flexible work schedule. 
• Passion for Customer Experience. 
• A proven ability to work remotely as part of a team but also with little direction is highly desired.