Technical Support Representative II

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver essential technical assistance to customers facing issues with their products or services.

• Diagnose and resolve technical challenges, providing prompt and effective solutions to clients.

• Articulate technical resolutions to non-technical customers in a straightforward and clear manner.

• Elevate complex problems to senior team members when necessary.

• Record customer interactions and technical difficulties in a customer relationship management (CRM) system.

• Offer insights on product improvements and enhancements based on customer feedback and technical challenges.

• Continuously enhance knowledge of products, services, and processes by engaging in training sessions and continuous learning modules.

• Work collaboratively with other departments as required to address customer concerns.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

• Comply with company policies and procedures.

• Achieve or surpass performance goals related to key performance indicators (KPIs).

⛳️ Requirements

• At least 2 years of experience in technical support or a similar role, ideally within a call center setting.

• Excellent communication abilities, both spoken and written.

• Advanced knowledge in technical troubleshooting for hardware, software, and/or systems.

• Strong critical thinking skills.

• Proficient in utilizing computer applications and software.

• Familiarity with CRM systems is preferred.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision insurance.

• Paid time off.

• Birthday leave.

• Opportunities for skills training and both personal and professional development.