Job Title: Technical Support Representative
Location: Mason, OH
Duration: 6+ months
Pay Rate: $15.00/ hour
GENERAL FUNCTION:
Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications. Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner.
MAJOR DUTIES AND RESPONSIBILITIES:
• Responsible for providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications.
• Responsible for diagnosing/resolving problems through both questioning techniques and through the use of remote diagnostics.”
• Assists by giving correct resolutions in a clear, concise and courteous manner.
• Interprets error messages from system software or application programs; initiates required actions.
• Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.
• Escalation of unresolved calls to second level support (both internal and external) and follows through to completion.
• Quality Assurance: Assist with proofing documentation/procedures relating to supported systems.
• Software Updates: Responsible for coordinating the installation of new software releases from the Beta Test phase through implementation.
ADMINISTRATIVE RESPONSIBILITES:
• Development of procedures for Support Center
• Record all communication relating to associates: questions/problems into call tracking.
• Proofing and testing of procedures prior to implementation.
• Assist in training users in the operation of the supported systems
• Flexibility to work varied schedules, including evenings and weekends as scheduled.
SKILLS & QUALIFICATIONS:
• Excellent written & oral communication skills
• Problem resolution - Able to troubleshot computer software/hardware issues over the phone
• Superior organizational skills with a strong attention to detail
• Pleasant phone manners
• Computer hardware and software knowledge
• Strong Customer Service orientation.
EXPERIENCE:
• Point of Sale environment/retail experience preferred
• Direct involvement with customer service experience
• Computer systems experience.
Additional Information:
Training Schedule: 9AM-5:30PM
The initial classroom training hours are 9:00am-5:30pm and this is the shift during training process as well (approx. 1-2 wks).
After that, range of shifts based on business needs. That could range from 9-5:30 up to and including 3pm-midnight.
Most likely not work the same scheduled hrs. each day.
Schedules are posted in advance, so if there are any scheduling restrictions, please let is know ahead of time before we schedule you for in person interview.
WEEKEND HOURS: Associate will be placed in a weekend rotation that could potentially include both Saturday and Sunday on a rotating basis. The opportunity to work both Saturday and Sunday consistently is available if preferred. HOURS OF OPERATION: Monday – Friday, 8am-Midnight Saturday: 9am-10pm Sunday: 10am-10pm