Technical Support Representative

We are growing and expanding! ContactUs Communications is based in Columbus, Ohio and is currently looking for individuals for our new client.

Technical Support Representative

Orientation Date: March 8, 2023

Training Start Date: March 11, 2023

Training Hours: Monday through Friday 9am - 5:30pm EST (2 weeks)

Production Hours: TBD

Location: Work at Home

Equipment Provided: Must be able to pick up onsite in Hillard, OH

About The Tech Support Specialist Role:

As a Tech Support Specialist, you are responsible for speaking with students and educators, providing technical assistance, with the College Board digital testing application. You ensure they have the information and support they need to download, install, and troubleshoot application issues. You have a knack for asking the right questions to pinpoint a client's needs and for helping guide customers to an appropriate solution. When our customers have a positive customer experience and smooth test administration, it's because of the exceptional customer service you provided!

Location:

This will be a work at home (WAH) position. However, individuals will be required to report to our center in Hilliard, OH for pickup of equipment.

Responsibilities:

• Experience using and troubleshooting computer-based technologies, including internet networks and end-user applications.
• Ability to explain technical concepts to users at various levels of technical proficiency.

• Ability to understand technical manuals, procedures, and guides.
• Flexible, with the ability to learn new technologies and procedures quickly.
• Ability to apply troubleshooting and diagnostic techniques to identify technical problems, investigate root causes, and implement solutions in a timely manner
• Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
• Manage assigned cases within service level commitment and perform customer follow-up as needed.

• Acknowledge and address all customer inquiries on time.
• Assist with customer outreach for special projects.
• Provide feedback to help to drive continuous improvement and improved customer experience.

Qualifications:

• Must be at least 18
• Must have HS diploma or GED
• Successfully pass a background check
• Minimum 1- 2 years customer service or technical support experience.
• A working knowledge of Windows, macOS, iOS, iPad OS, Chrome OS, and Android operating systems.

• Experience supporting digital assessment platforms (a plus).
• Experience supporting K-12 educational customers, higher education, or unique contractually required support (a plus).
• Solid organizational, time & task management skills that enable you to work within aggressive timelines and with extremely sensitive assessment cases.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement:

ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

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