Product Support Technician

Summary

Join NRTC, a member-driven technology cooperative, as a Product Support Representative! In this role, you will provide technical support to our 1,500 electric and telephone members via phone, chat, and email. You will troubleshoot technical issues, install and update software, and upsell products and services. This is a 24/7/365 call center position requiring excellent communication and customer service skills. The ideal candidate will have prior call center experience and be comfortable working in a fast-paced environment. Competitive pay, benefits, and bonus potential are offered.

Requirements

• Excellent interpersonal and customer service skills
• Excellent communication skills
• Familiar with remote connection tools and techniques
• Experience with virus identification and resolution
• Experience diagnosing and resolving computer hardware related issues while in a remote environment
• Prior customer service or call center experience
• Positive work history
• Ability to quickly learn new things
• Confidence when dealing with new issues
• Comfortable on the phone
• Strong organizational skills
• A desire to work in a help desk environment
• Works well under pressure and can multi-task
• Ability to work side projects
• Team player
• High School Diploma or equivalent

Responsibilities

• Answer customer inquiries and access information from multiple sources using various computer programs
• Create relationships by partnering and collaborating with peers, supervisors, and higher level service center personnel to answer more complex customer questions
• Follow-up with customers on all inquiries that were not immediately resolved
• Maintain a high level of professionalism in all correspondence and customer interactions, both internal and external
• Perform technical troubleshooting on a wide variety of computers and other devices
• Perform other duties as assigned
• Consult with customers and provide additional solutions in the form of up-selling NRTC's products and services

Preferred Qualifications

• College coursework in computer related field
• Prior Call Center Experience
• Computer Science Degree or certifications

Benefits

• Starting pay $15.50/hr - $16.50/hr plus monthly bonus potential
• Shift differentials
• Benefits
• 401(k)
• PTO