- 4 years of experience in a help desk/call center.
- 1 year of experience with incident and problem tracking service management software.
- High school diploma or equivalent work experience required.
- HDI certified (customer service, support center analyst, or desktop support technician)
- TIL Foundations certified.
- Strong knowledge of Microsoft Applications required, experience with O365 is a plus.
- Proficient with Windows operating systems primarily Windows 7. Windows 8 and Windows 10 is a plus.
- Experience with SQL commands and database manipulation. (BB Team)
- Experience with automated call distributor phone systems.
- Experience with knowledge centered support (KCS) principles.
- Familiarity with Linux Systems a plus.
- Experience with mobile devices and mobile email. (Js Team)
- Experience with troubleshooting network related issues (client connectivity).
- Strong customer focus and orientation.
- In addition to having a high sense of self-motivation, this individual must display superior telephone, root cause analysis, and issue resolution skills.
- The ability to listen, isolate the issue, research, resolve (or escalate), and follow-up is essential for this position.
- Familiar with problem ticketing software and processes.
- Answers inbound technical questions from customers and gains understanding of each situation. Troubleshoots issues to find solution and partners with customer to solve issue together. Confirms that solution worked properly before ending call. Escalates technical system situations to appropriate agents as required.
- Ensures positive customer experience by de-escalating customer issues and concerns. Instructs customers on proper usage of the software and hardware. Acts as customer advocate in addressing concerns and resolving issues. Instills confidence in the customers that concern will be addressed properly and with urgency.
- Ensures prompt and accurate resolution of customer incidents with a high degree of ownership. Reports network events upon occurrence to leadership. Escalates phone call if unable to resolve issue until problem is resolved to the callers satisfaction. Notifies appropriate leadership of customer escalations and dissatisfaction in timely manner.
- Follows ticket management policy as documented including, entering required information into system, selecting the right urgency level, and ensuring the proper team members are including in communications.
- Follows call management policy as documented including resolving calls timely and accurately, following up with cases as appropriate, and working with management when needed.
- Follows the established attendance and schedule policy.
- Follows the established quality assurance guidelines and expectations to deliver stellar customer service including: first call resolution and total case ownership.
- Assists with PC deployments including ordering hardware, network imagine, setting up user profiles, etc.
- Works with team members to develop, approve, validate, and maintain problem resolution databases by making entries to improve process.
- Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls.
- Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to: the incident/problem tracking system, internal websites, software manuals, and other team members.
- Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues / requests, and documents all call resolutions.
- Keeps support team and management apprised of any new support issues in a clear and timely manner.
- Works to consistently improve call handling and resolution processes by following quality assurance guidelines and expectations to deliver stellar customer service including: first call resolution and total case ownership.
- Performs other job-related duties as assigned or apparent.
- Medical Insurance - Four medical plans to choose from for you and your family
- Dental & Orthodontia Benefits
- Vision Benefits
- Health Savings Account (HSA)
- Health and Dependent Care Flexible Spending Accounts
- Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
- Hospital Indemnity Insurance
- 401(k) including match with pre and post-tax options
- Paid Sick Time Leave
- Legal and Identity Protection Plans
- Pre-tax Commuter Benefit
- 529 College Saver Plan
-
Customer Support Representative
6 days ago
TME Peachtree Corners, United StatesJob Description · Job DescriptionTME US, LLC is part of the Transfer Multisort Elektronik Sp. z o.o. TME group is a leading distributor of electronic components supporting customers globally. We are one of the fastest growing distributors in Europe serving broad selection of in-s ...
-
Technical Call Center/Support Representative
6 days ago
Motion Recruitment Partners LLC Norcross, United StatesTechnical Call Center/Support Representative · Norcross, GA · Onsite · Contract · $19.9/hr - $20.5/hr · If you enjoy helping others via the phone we have a contract opportunity in Norcross, GA that could be a match. The primary purpose of this role is to answer 20+ technical call ...
-
Customer Support Representative
2 days ago
Pace-O-Matic, Inc. Duluth, United StatesJob Description · Job DescriptionSummary · Pace-O-Matic develops, produces, licenses, and operates computer games of skill. Since Pace-O-Matic was founded in 2000, we have built a talented leadership team and a company culture defined by integrity, innovation, and compliance. Pac ...
-
Technical Call Center/Support Representative
1 week ago
Motion Recruitment Norcross, United States CONTRACTIf you enjoy helping others via the phone we have a contract opportunity in Norcross, GA that could be a match. The primary purpose of this role is to answer 20+ technical calls daily from customers (company/independently owned stores and employees) regarding company software, ha ...
-
Customer Service Representative
6 days ago
Brand Ex Partners Norcross, United StatesOur company is currently hiring a well-organized and friendly Customer Service Representative to handle customer inquiries. You will be responsible for researching question/issues, as well as related tasks. You will collaborate with our sales team to handle objections and facilit ...
-
Body Shop Technician I
2 days ago
Penske Truck Leasing Norcross, United States Full timePosition Summary: · As an experienced Body Shop Technician with Penske, you'll use industry-leading technology and repair techniques – plus cutting-edge diagnostic equipment – to get our customers' state-of-the-art vehicles back up and running in high-quality condition. You'll ta ...
-
Support Representative
2 weeks ago
Niwton Atlanta, United StatesOur team is fast-growing and driven to become one of the largest fintech companies in the world. Our culture is built on a people-first principle: in a complex and numbers-driven industry, we never lose sight of the people we serve and work alongside. That's where you come in. · ...
-
Human Resource Coordinator
6 days ago
Atlanta Marriott Peachtree Corners Peachtree Corners, United StatesJob Summary: · Assist and support management and the leadership team with handling and resolving Human Resources issues. · **Responsibilities**: · **QUALIFICATIONS**: · - High School diploma or equivalent is required with at least 2 years of Human Resources experience. · - Colleg ...
-
Employee (m/f/d) Customer Service / Customer
2 weeks ago
Diamond Dynamics Peachtree Corners, GA, United States Freelance**We Connect the Future** · Soli Infratechnik GmbH plans and builds digital fiber-optic infrastructure as a partner of German network operators. Join us and contribute to a modern future and broadband expansion. · Are you service-oriented and strive to satisfy customers? · Perfec ...
-
Technical Support Representative
1 week ago
Barracuda Networks Inc. Alpharetta, United StatesJob Description · Job DescriptionCome Join Our Passionate Team At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data an ...
-
Client Support Representative
1 week ago
Jet Management Executives Sandy Springs, United States· Jet Management delivers the industry's most innovative and unforgettable client experience. We bring together products and solutions to enable businesses to build, operate, and grow their brand. We are eagerly searching for a driven and eager individual to step into our Client ...
-
Client Support Representative
1 week ago
Jet Management Executives Marietta, United StatesJob Description · Job Description · Jet Management delivers the industry's most innovative and unforgettable client experience. We bring together products and solutions to enable businesses to build, operate, and grow their brand. We are eagerly searching for a driven and eager i ...
-
Customer Support Representative
1 week ago
IG Design Group Americas Inc Atlanta, United StatesCustomer Support Representative · Tracking Code Job Description Design Group Americas is one of the U.S. leaders of gift packaging, crafts, dcor, and creative play products with a portfolio of over 50 national brands, sold nationwide and around the globe in the mass, middle and ...
-
Technical Support Representative
1 week ago
US Tech Solutions Atlanta, United StatesJob Title: Technical Support Representative · Location: Fully Remote · Duration: 6 months contract · Shift Timing: Monday thru Friday 6 to 2:30pm or 7 to 3:30pm · Job Description: · As a Technical Support Representative, you will be working in a positive cultural environment ...
-
Customer Support Representative
1 week ago
Kimmel & Associates Atlanta, United StatesAbout the Company: · A regional leader in the sales and service of construction equipment. The company has been in business for over 12 years and represents one of the top 4 global construction equipment manufacturers. · The company considers its employees to be their most import ...
-
Customer Support Representative
1 week ago
Kimmel Associates Atlanta, United StatesAbout the Company:A regional leader in the sales and service of construction equipment. The company has been in business for over 12 years and represents one of the top 4 global construction equipment manufacturers.The company considers its employees to be their most important as ...
-
Customer Support Representative
5 days ago
Kimmel Associates Atlanta, United StatesAbout the Company: · A regional leader in the sales and service of construction equipment. The company has been in business for over 12 years and represents one of the top 4 global construction equipment manufacturers. · The company considers its employees to be their most impor ...
-
Account Support Representative
2 days ago
Insight Global Marietta, United StatesInsight Global is seeking an Account Support Representative to work onsite in Marietta, GA for a client within the payment services industry. This person will be responsible for a resolving issues related to customer accounts across several systems. They will work across software ...
-
Support Team Representative
1 day ago
MarketSource Alpharetta, United StatesMarketSource - JobID: [Administrative Assistant] As a Support Team Representative at MarketSource, you'll: Provide administrative support for customer, account executive, manager, and client related needs; Ensure any client and/or customer concerns are solved effectively and prom ...
-
Customer Support Representative
6 days ago
CarIQ Atlanta, United States**Customer Support Representative** · at The better way for fleets to pay Atlanta, GA Summary · Car IQ is a nimble venture-backed company on a mission to transform the payment industry. Our team of engineers, data scientists, and finance experts have created next-generation tec ...
Technical Support Representative - Norcross, United States - Motion Recruitment Partners LLC
Description
Technical Support RepresentativeNorcross, GA
Onsite
Contract
$19.9/hr - $20.5/hr
Seeking a technical Customer Support Representative for a contract opportunity in Norcross, GA.
The primary purpose of this role is to answer technical calls from customers (company/independently owned stores and employees) regarding company software, hardware, and network issues.
The rep is responsible for receiving calls, finding resolution, and documentation.Contract Duration: 6 months
Required Skills & Experience
What You Will Be Doing
Daily Responsibilities
Assists users with maintenance such as:
password resets, network connectivity, hardware and software issues, etc.
You will receive the following benefits:
All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available.
Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.Posted by: Jessica Eisenberg
Specialization: Technical Support
