Technical Support Representative

Technical Support Representative
Hybrid position, will need to be in office 2x per week; open to candidates from CA, TX, NY, MN, FL, IL.
5+ Month Contract
Pay Range: 20 - 25/hr, W 2. 

• USA-CA-Glendale-North Brand Blvd-330

  · USA-CA-Irvine-Michelle Dr

  · USA-CA-Sacramento-Capitol Mall

  · USA-CA-Torrance-W.190th Street

  · USA-FL-Tampa-North Rocky Point Drive

  · USA-IL-Chicago-West Adams St

  · USA-IL-Riverwoods-Lake Cook Rd

  · USA-MN-Minneapolis-South Fifth St

  · USA-NY-Babylon-West Main St

  · USA-NY-Monsey-Robert Pitt Dr

  · USA-NY-New York-Liberty St

  · USA-TX-Austin-Brazos St

  · USA-TX-Coppell-Rombauer Rd

  · USA-TX-Dallas-Bryan St

Responsibilities:

• Provide technical support to internal and external customers on company products, services, or processes.
• Troubleshoot and resolve customer and employee issues for company products and online platforms.
• Create and manage cases received through phone, email, and Salesforce cases.
• Complete routine/daily requests.
• Manage and complete long-term projects.
• Manage multiple cases at one time, providing details and updates until resolved.
• Work with customers to quickly get to the root of their problem.
• Provide timely and accurate customer feedback.
• Walk customers through a series of actions to resolve a problem.
• Follow up with customers to ensure the problem is resolved.
• Escalate to the correct team (technical, content, product management) for a resolution, then liaison between second level team(s) and the customer.
• Provide support in the form of procedural documentation.
• Keep team informed as new issues arise or processes are updated.
• Support co-workers and promote a positive work environment.
• Provide training to new employees on our various products/platforms.
• Cross train on other products, systems, and processes.
• Participate in product or system testing and review as required.

Requirements:

• Bachelor’s Degree OR High School diploma or GED and minimum 2 years’ experience in a customer/technical support environment.

Preferred Skills:

• Degrees in MIS, Information Technology.
• Experience working in a support center or equivalent environment.
• General troubleshooting.
• Computer/browser/network troubleshooting.
• Ability to be proactive and prioritize issues.
• Detail oriented and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication, ability to articulate complex information clearly.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Ability to follow up and manage open cases until resolved.
• Ability to work a flexible schedule.
• Ability to adjust quickly to changing job duties and processes.