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    Customer Support Representative - Arlington, United States - TalentPlug LLC

    TalentPlug LLC
    TalentPlug LLC Arlington, United States

    1 week ago

    Default job background
    Description

    No C2C

    Only W2

    Summary:

    Roles & Responsibilities

    • Respond to customer support requests.
    • Maintain professional customer service to clients.
    • Providing Tier I level support of the clients products and services, including but not limited to:
    • Operating system functionality
    • Software installation and troubleshooting
    • VoIP configuration and support
    • E-mail configuration and support
    • Mobile Device Management
    • Malware/virus detection and removal
    • Workstation and peripheral diagnostics and support
    • Single user network access and troubleshooting
    • Escalate customer issues through the proper channels.
    • Open and manage cases according to defined severities and case priorities
    • Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
    • Keep open communication on all issues until resolved or turned over to another resource.
    • Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.
    • Attend ongoing training sessions in core areas of the business.

    KNOWLEDGE, SKILLS AND ABILITIES

    • Excellent Customer Service Skills
    • Highly customer focused with ability to provide consistently excellent customer service and professionalism
    • Excellent written and verbal communication skills
    • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
    • Must be dependable and able to work both individually and in a team environment.
    • Must possess strong sense of ownership of client relationships
    • Possesses excellent time management and organizational skills
    • Must be flexible and able to adapt to change
    • Ability to Multi-task in fast paced environment
    • Basic troubleshooting of all currently supported Microsoft Operating Systems
    • Working knowledge of PC Hardware
    • Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.
    • Basic navigation of common mobile device platforms (iOS, Android, etc)
    • Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
    • Able to navigate and troubleshoot in a Mac OS environment is a plus

    QUALIFICATIONS (Education, Experience, and Certifications)

    • High School diploma required
    • A+ certification is a plus
    • Microsoft Certification (MTA/MCSA) is a plus
    • Minimum two years of experience working in a customer service oriented field
    • Previous experience with ACDs/IVRs and Case Management systems a plus
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