Technical Support Agent- OVERNIGHT (Remote)

Position Description

Our Tech Support team is looking for a career-driven individual who likes a fast-paced support role. This is an entry-level position with a lot of room for growth and upward mobility. We promote from within, so this is a chance to get in on the ground floor and work your way up. If you like working with computers, customer service and a fast-paced work environment, please apply!

Shifts:

Friday-Tuesday 10:30PM-7:00AM (overnight)

Why We Need You

• Provide first level problem solving for Point of Sale hardware and software and other products, including, but not limited to, operational and technical problems
• Utilize service management systems gathering and maintaining service incident data
• Contribute to the KCS knowledge management system and adhere to and continually review published escalation and workflow procedures based on ISO 9000, and departmental written workflow procedures
• Ability to work a variety of shifts, including weekends, holidays, and overtime as requested, perform to defined standards, carry out special work assignments, and meet all conditions of employment
• Work in a team environment participating as a team member, focusing on continuous improvement and total customer satisfaction, building a relationship with our customers
• Perform customer service administrative task as assigned and understand customer database and processing customer part requests
• Work within KCS environment, required testing to reach preferred status as requested
• Decisions are limited and routine for which clearly defined procedures are documented
• Must display genuine concern and ownership for customers' situations
• Exercise sound judgement and analytical skills in determining a resolution to problems
• Provide and obtain general information which is technical in nature
• Work with moderate supervision

What We're Looking For

• A minimum of one-year Customer Service experience. Helpdesk experience preferred.
• Call Center experience a plus.
• Problem solving, communication skills, typing, and basic Windows computer knowledge is required.
• Networking experience is desired.
• Reliable internet required with Broadband or fiber.
• Ability to work at a secondary location in case of ISP outage.
• AAS degree in electronics technology, computer science, or its equivalent is a plus.
• A+ certification and Microsoft certifications are also a plus