The Support Technician is responsible for handling support requests over the phone from our customers, both internal and external. Other responsibilities include walking customers through troubleshooting steps in order to resolve their problem, assisting customers with achieving their software goals, whether user error or system issue, communicating with managers and other team members to disseminate information on fixes for common issues to expand knowledgebase.

RESPONSIBILITIES

A Support Technician will:

• Provide Excellent Customer service to both external and internal customers

• Maintain ability to work a flexible schedule, including weekends and Holidays

• Interact with store employees and managers over the phone to resolve any reported issues

• Provide support to service technicians and work cooperatively to resolve problems

• Continually expand the type of issues you are able to resolve unassisted

• Respond to calls in a timely manner in accordance with SLA’s

• Provide service, support, installation, and training to our customers

• Additional duties and responsibilities as needed

QUALIFICATIONS

A Support Technician should have:

EDUCATION

• Bachelor’s Degree (preferred, but not required)

EXPERIENCE

• A minimum of one year of experience in customer service (Required)

• At least one year customer support in a call center environment (Required)

• Familiarity with Networking (Preferred)

• Familiarity with POS systems (Preferred)

LICENSES AND CERTIFICATIONS

• A+, Network+, Security+ Certification(s) (Preferred, but not required)

SKILLS AND KNOWLEDGE

• Basic computer skills (Required)

• Dress professionally and appropriately (Required)

• Excellent oral and written communication (Required)

• Ability to think, learn, and solve problems quickly (Required)

• Understand wireless devices and Sonic Wall devices (Preferred)

• Capable of Multi-tasking (Required)

• Detail oriented (Required)

• Organizational skills (Required)

• Able to work independently with limited supervision and as part of a team (Required)

Please refer to job description.