OTK Media is hiring a
Technical Customer Support Representative

Summary

Join our team at Starforge Systems as a Customer Support Specialist and be part of a dynamic team that sets the standard for customer service in computer gaming. As a key member, you will provide technical support to end-users, investigate and resolve customer questions or problems, and collaborate with other team members to research and resolve problems.

Requirements

• Proficient with or the ability to quickly learn an array of computer hardware and software
• Thorough understanding of computer software and hardware, including desktop computers, network devices, and peripherals
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and nontechnical customers
• Strong analytical and problem-solving skills
• Proficient with Microsoft Office Suite or related software
• Willingness to have telephone conversations monitored for quality assurance

Responsibilities

• Identify, investigate, and resolve customer questions or problems with computer software and hardware
• Provide email, chat, and telephone support to end-users experiencing technical difficulties
• Apply knowledge of computer software, hardware, and procedures to solve problems
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Identify and escalate support situations requiring urgent attention
• Track and route support requests via computerized ticketing system; thoroughly document resolutions
• Stay current with product upgrades, system information, and business updates
• Collaborate with other team members to research and resolve problems
• Perform other related duties as assigned

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Work From Home