Technical Support (Network, Software and Hardware)

What does a day in the life of a Technical Support Representative like?

• Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service via phone, email or chat.
• Identifies and troubleshoots technical problems, and provides timely and effective solutions to customers.
• Leverage knowledge to provide technical analysis, assess needs, uncover errors (user error or platform bugs) and provide solutions.
• Acquire proficiency in the use and configuration of the clients products through customer-led training.
• Work alongside the Product Support team to gather requirements, design and implement custom solutions for customers.
• Provide customer specific configuration for products, review and validate solution designs produced by other Services team members
• Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from the product.
• Closely follow process workflows and support in implementation of initiatives, projects as directed by leadership and the client.

What are the required qualifications of a Technical Support Representative?

• A detailed understanding of Windows based networking and server platforms.
• Minimum of 2 years of proven success providing technical support to corporate customers.
• A recent graduate will be considered if their degree is appropriate to the position.
• A basic understanding of writing SQL queries is a plus.