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    Technical Support Representative - Atlanta, United States - US Tech Solutions

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    Technology / Internet
    Description

    Job 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, working through timely technical responses to inquiries from employees, pharmacy, and employees regarding solving, diagnosing, and resolving problems for the stores on Hardware, Pharmacy, Point of Sale systems, and Photo. Reporting to the Manager of Technical Support, this role requires a detailed knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online knowledge articles are used for troubleshooting; incidents are supervised in a case tracking system. The main responsibility of this employee is to take live troubleshooting calls daily.

    Responsibilities:

    Document problems, complete problem tickets, and request information in the support tools

    Maintain knowledge with accurate up-to-date information relating to current policies, procedures, and troubleshooting techniques

    Effectively handle call workload

    Provide outstanding customer support by analyzing, diagnosing, and resolving problems and requests within service level agreements

    Collaborate well in a team environment

    The full-time employee will work 5 days a week, and must be able to work one weekend shift a week

    Experience:

    6 month of experience in technical and customer service.

    Skills:

    Troubleshooting and Service now Experience

    Education:

    Verifiable High School diploma or GED required



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