Technical Support Representative Job at Socket, Columbia, MO

S2dqUFphT1drcHY0My9kaHFkb25JVDN1QXc9PQ==
  • Socket
  • Columbia, MO

Job Description

Job Type


Full-time, Part-time

Description

SUMMARY:

This is an entry-level Technical Support Representative position. This role will provide quality technical support to current Socket customers via phone, fax, and email. Responsibilities included troubleshooting, problem solving, documentation of customer interaction, new user setups and contributing to the collective resources and knowledge of the Technical Support department.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.


•Answer technical queries from current customer about how to utilize Socket's product and services via phone, fax, email or other means. Queries are resolved using analytical processes and problem solving skills.

•Fully documents customer interactions in the ticket tracking system, or contact logs. All customer interactions shall be documented immediately following a customer interaction. Interactions shall be documented in great detail to ensure that we can solve the customer's immediate need.

•Researches incidents that require resources not available at the time of the customer contact, or those that require time without user input. Demonstrate ability to take charge of own tickets so all problems are resolved in a satisfactory manner.


•Adheres to all applicable Socket policies and procedures at all times.

•Documents and updates known problems and solutions in the Wiki or updating procedures.

•Interacts with Tier I, Tier II & III Technicians, Supervisors, and other departments where necessary to ensure customer issues are resolved in a timely manner.

•Uses problem solving skills on a daily basis to fully document customers problems so that the proper course of action is taken to resolve it.

•Escalates all dissatisfied customers and special issues when needed to the Technical Support Supervisor, Tier II, or Tier III Technician. Completes detailed documentation of the contact before escalating any customer issue.


•Refers prospective accounts to the appropriate Sales team for follow-up.

•Acts as a backup to the Customer Services in-bound phone queue.

•Assists with festivals and trade shows, by attending shows and answering technical inquiries.

•Works on special projects as directed by supervisor.

•Other duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Successful completion of formal new-hired training required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


EDUCATION and/or EXPERIENCE:

High school diploma or equivalent preferred. Two years of job-related experience in customer service field preferred.


KNOWLEDGE AND SKILLS
•User level knowledge of Windows XP, Vista, 7, and 8 required.

•User level knowledge of Apple Operating System 10.0 or higher preferred.

•Familiarity with alternate operating systems preferred.

•Knowledge of modems and Internet connectivity preferred.

•Knowledge of Broadband services preferred.

•Knowledge of HTML programming and web site administration preferred.

•Telephone call handling skills, including phone answering techniques, message taking and call transfers required.

•Clear, concise writing skills required.

•Posses the ability to be customer oriented to ensure satisfactory service is delivered.

•Customer driven interactions to provide positive experiences for the customer.

•Must be able to type al least 30 WPM. Socket

Job Tags

Full time, Part time, Immediate start,

Similar Jobs

Sport Clips

Hair Stylist / Barber Job at Sport Clips

Sport Clips Haircuts is Hiring Hair Stylists! Do What You Love. Love What You Do. *New Base Pay Increase* JOB DESCRIPTION Our salon in Huntley (next to Brunch Cafe) is looking for talented hair stylists who are passionate about cutting hair and making their clients...

X.com

JIRA Administrator Job at X.com

 ...without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!Title: JIRA AdministratorLocation: San Jose OR New York OR Seattle (Onsite)Base Salary Range: $125,000 - $155,000 + EquityWe are looking for an... 

Manpower Augusta

Custodian Job at Manpower Augusta

 ...Job Description Job Description Position Title: School Janitor Job Summary: The school janitor plays a vital role in maintaining a clean, safe, and sanitary environment within the educational facility. This position involves various custodial duties aimed at supporting... 

Sea Breeze Impact

Field Sales Representative Job at Sea Breeze Impact

 ...industry, committed to providing quality sourcing and installation to our valued clients. For all intents and purposes we are in startup mode. Which means you'll be part of a growing and dynamic team. It also means the sky is the limit in terms of opportunity for... 

Amotec Inc

Electronic Assemblers Job at Amotec Inc

 ...Description Job Description Amotec is currently recruiting for Electronic Assemblers in the Middlefield, OH area. These roles are with our...  ...experience PREFERRED. Ability to read and interpret work instructions including schematics and blueprints. Ability...