The Technical Support Representative will provide technical support via the telephone, email, and text, to our end user, the court reporter, answering questions and resolving problems relating to company marketed software and hardware products.
Provide efficient, accurate, professional technical support to customers and company employees with a focus on outstanding customer service.
Be available to answer customer calls promptly during scheduled hours of operation and maintain an availability percentage of at least 70%.
Use rigorous logic and troubleshooting methods to find effective solutions.
Practice attentive and active listening.
Maintain composure under pressure.
Achieve and Maintain Technical Competency
Stay up to date with the latest technologies.
Test new hardware and software.
Resolve issues with our hardware and software.
Understand, review and apply current departmental and company policies and procedures.
Keep records of customer interactions, create orders, leads and service documents in the company database.
Create technical documents for departmental and customer use.
The Technical Support Representative will have the following experience and attributes:
Associates degree or better, or related business experience.
Previous technical support or related technical experience a plus.
Familiar with iOS and web browsers.
Working knowledge of PC's, Windows Operating Systems, and PC applications, with Bluetooth wifi and USB devices.
Ability to maintain a positive attitude and professional manner working under pressure.