Job description
The Technical Support Representative provides technical and network problem resolution to end-users (customers) by performing a question diagnoses while guiding users through step-by-step solutions. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner in a 24/7 in-bound call center environment.At The Fikes Companies, our Mission is to build a highly successful company which our employees are proud of, our customers value, and the communities we serve can count on.
General Responsibilities:
- Provides high-level of service and support to end-users over the phone and online:
p. Gathers customer’s information and determines issues by evaluating and analyzing the symptoms.
q. Diagnoses and resolves technical issues involving internet connectivity, software issues or hardware issues.
r. Offers solutions where appropriate with the objective of retaining customers’ and clients.
s. Identifies and escalates priority issues per client specifications.
t. Processes and records call transactions.
Additional Duties:
- Performs research for technical troubleshooting.
- Performs customer follow-up as per department/company practice.
- Follows department policies & procedures.
- Project work, as assigned.
3+ years of recent, over-the-phone technical support experience – must have experience interacting with non-technical customers; solid communication skills; able to work in a fast-paced, high-stress environment; possess intermediate skills in MS Office; strong time management and multi-tasking skills; be able to work on-call.
The Fikes Companies is an Equal Opportunity Employer.
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