Technical Support Representative - Littleton, United States - Peak Technologies
Description
Job title:
Technical Support Representative
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Pay rate/range:$20-$24/hour
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Location (hybrid/on-site):Hybrid - on-site at 265 Foster St, Littleton, MA 01460
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_ Remote once fully trained (2 months +/-)_:
Schedule:Mon-Fri 8am-5pm, rotating on-call shift Saturdays 11am-8pm
Full-time/Part-Time? Full-time hourly
JOB SUMMARY & SCOPE
Support customers with all technical issues. Provide excellent customer experience through timely, knowledgeable, and professional responses and resolutions per service level agreements (SLA's).
To have ownership of the incident/request until it has been successfully resolved, escalating to internal colleagues and teams as appropriate.
Take a hands-on role in solving complex technical enquiries, problem-solving and assisting team members. Incumbents have deep technical expertise, exceptional problem-solving skills, and a strong commitment to delivering top-tier customer support.
KEY ACCOUNTABILITIES
- To support our customers with a "customer first" mindset.
- To record incidents/requests in the approved toolset/s accurately and at the time the matter is raised.
- Ensure the Customer is kept fully informed of the steps taken to resolve their issue, especially important on longer investigative issues and/or where multiple escalations are required.
- To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
- Diagnose and troubleshoot intricate technical problems related to our products, services, hardware or software ensuring prompt and satisfactory resolutions.
- Manage and appropriately escalate unresolved or challenging issues to the appropriate team such as Professional Services (3rd Line), technical software support or appropriate 3rd party.
- Maintain meticulous records of customer interactions, issue details and resolution within the toolset for reporting and incident management.
- Share your knowledge and expertise with other team members, contributing to their professional growth and skill development.
- Work in a collaborative and supportive way with the Help Desk Team, other stakeholders and within Peak Technologies.
- Cultivate positive relationships with customers, actively listening to their concerns, demonstrating empathy and delivering exceptional support experiences.
- Provide guidance and training to customers on product usage, best practices and troubleshooting techniques.
- Recognize, document and alert the manager on trends in customer calls.
- Be vigilant in process updates so that the knowledge base is maintained and accurate.
- To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time.
EDUCATION + EXPERIENCE + KEY TRAITS
- Proven handson knowledge and understanding of the customer service process, preferably in a service/customer care environment.
- Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
- Proactive, selfaccountable, assertive and selfmotivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
- Understanding of the key drivers to increase customer satisfaction both in terms of quality and on time delivery.
- Ability to manage own time, organize workload and solve problems.
- Excellent team player with the ability to work independently under minimum supervision.
- Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
- Investigative skills associated with understanding symptoms and root causes of Customer problems.
- Computer literate and a good working knowledge of Microsoft Office.
- Excellent attention to detail.
- Excellent organizational and time management skills.
- Ability to embrace change.
- Flexible and able to readily accept appropriate responsibility.
TYPICAL PERFORMANCE TARGETS
- Ability to work to demanding delivery and pickup deadlines and operate in adherence to customer SLAs for the delivery and timely supply of service to our customers.
- Passionate about delivering an excellent customer experience.
- Ownership and success in managing ones own personal goals with a mindset of continuous improvement and development.
LANGUAGE SKILLS
- Primary language used in daily operations is English.
SUPERVISION
- No staff supervision required.
DECISION MAKING + REASONING
- Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
- Ability to evaluate incoming technical information to deduce likely causes
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