Technical Support Representative - San Diego, United States - Stage 4 Solutions

    Stage 4 Solutions
    Stage 4 Solutions San Diego, United States

    4 weeks ago

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    Description

    Technical Support Representative (Hybrid – San Diego, CA)

    We are looking for a Technical Support Representative for a large, global B2B high-tech company. This role will be responsible for supporting our globally growing customer base. You will be responsible for providing best-in-class support for the platform, to ensure a positive customer experience.

    This is a W2 employee of Stage 4 Solutions. Health benefits and 401K are offered.

    Responsibilities:

  • Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
  • Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
  • Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
  • Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.
  • You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
  • You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or walk-through.

    • Requirements:

  • 2 - 4 years working within an IT environment
  • Technical background and ability to learn and absorb technology quickly.
  • Great written and verbal communication skill.
  • Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
  • The ability to communicate effectively with people at all levels.
  • The ability to have difficult conversations with customers.
  • The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
  • Basic understanding of ITIL Skills and business processes.
  • The ability to work as part of a team and on their own initiative.