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Client Support Technician

4 months ago

Irvine, United States Trusted Tech Team Full time

Who We Are:

Trusted Tech Team is a leading Microsoft Cloud Solutions Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Professional and Security Services for medium and enterprise-sized businesses.


Their robust team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program. Prioritizing a people-centric mission, Trusted Tech Team has transformed the software licensing experience, giving IT professionals complete confidence in the success of their business.


Featured on Forbes, CIO Review, Spiceworks, and other publications, we have become one of the fastest-growing companies in the U.S., Canada, and the UK.



Who You Are:

As a Client Support Technician, you will play a vital role in assisting users with navigating our company's products and services. Collaborating closely with fellow Client Support Technicians, you'll tackle complex software issues and manage high call volumes efficiently. Staying abreast of our product offerings and functionalities will be key to providing exceptional support to our customers.



Responsibilities:

  • Respond promptly and courteously to live chats and emails, ensuring efficient resolution of customer inquiries.
  • Investigate and troubleshoot client issues with diligence and precision.
  • Direct phone calls, chats, and emails to appropriate channels based on client needs, ensuring seamless communication.
  • Process customer orders accurately and efficiently.
  • Identify potential sales opportunities and escalate them to the sales team, ensuring consistent customer satisfaction.
  • Provide technical assistance and exceptional customer service via phone or email.
  • Assist with miscellaneous job-related tasks as assigned.
  • Occasionally engage in data entry and order processing duties.



Required Skills & Qualifications (must-haves):

  • High school diploma or GED required.
  • Intermediate proficiency in Windows operating systems, including installation, activation, and basic troubleshooting.
  • Exceptional customer service, communication, and active listening skills.
  • Typing speed of at least 50 WPM with 90% accuracy (typing assessment required).
  • 1+ years of experience in technical customer service, preferably in a client-facing role involving Windows or MacOS operating systems is preferred.
  • Patience and high emotional intelligence to handle diverse customer inquiries.
  • Ability to thrive both in a team environment and as an individual contributor.
  • Flexibility to work evenings, weekends, and holidays to provide customer support (bonus compensation provided for non-standard hours).



Preferred Skills & Qualifications (nice-to-haves):

  • Knowledge of Macros usage.
  • Experience in building PCs.
  • Familiarity with Shopify.
  • Previous experience in a support/helpdesk role is a plus.



Working Environment:

  • Monday – Friday (onsite/in-office)
  • 6:00 a.m. to 3:00 p.m. PT
  • Some evenings, weekends, and holiday hours required (*bonus compensation is provided)



Benefits:

100% HMO Healthcare Coverage

Vision and Dental Insurance

401(k) plan with a 4% match by TTT

PTO+ sick pay + paid holidays

Pet Insurance

Paid Parental Leave

Salary Range: $60K - $70K (*DOE)





Customer Support Technician, Technical Support Representative, Helpdesk Technician, Customer Service Technician, Entry-level Technical Support, Support Specialist, End User Support Technician




*Trusted Tech Team is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation/gender identity, or any other characteristic protected by applicable law.*