Remote Support Technician

Summary

Join our team as a Tech I and answer customer calls, resolve issues, and provide long-term resolutions related to supported software. Work closely with supervisor to develop customer service skills and learn effective troubleshooting techniques.

Requirements

• Typically, High School education, vocational training and/or on-the-job training
• Typically, three or more years of related experience
• Working knowledge of Microsoft Word and Excel as it relates to the supported software
• Excellent troubleshooting and problem-solving skills
• Basic knowledge of computer hardware, operating systems, database structure, and networks as it relates to the supported software
• Ability to prioritize tasks, handle stress, and adapt to change

Responsibilities

• Answer and process customer calls effectively and efficiently to optimize customer experience
• Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern
• Provide timely resolution of customer issues
• Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity
• Maintain effective call ownership by ensuring contact with ongoing issues and managing open items
• Document all customer related conversations, steps and actions taken, and results and resolutions obtained throughout each call
• May assist with other Tech I assignments as required to ensure quality customer service is being provided

Benefits

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Paid Parental Leave
• Short Term Disability
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts