Tech Support Help Desk

1 month ago

City of Industry, United States Staffing Full time
Job DescriptionJob Description

Tech Support - Long term position – Tech 1 Support (Starting $18-20/hr)

M-F 8am-5pm, no weekends. FULL TIME. Temp-Hire

POSITION SUMMARY

The Technical Support Agent assists clients with the installation and troubleshooting of primarily company products, which include, but are not limited to, video recorders, cameras, networking peripherals, software applications, and other physical security products. This is typically conducted over phone, email, specialized support platforms, and remote desktop tools. Hands-on product testing and training are often required. IP networking is a primary aspect. Travel is unusual but possible.

PRIMARY JOB FUNCTIONS

  • Provide courteous and professional service over communication mediums such as phone, email, web, and other electronic platforms.
  • Provide technical assistance for customers who encounter difficulties while attempting to install, setup, or use products.
  • Analyze and identify source of problems through troubleshooting with the client and advise resolutions.
  • Learn through hands-on product testing, with the opportunity to create training materials for both external and internal trainings.
  • Collaborate with colleagues to identify and highlight trends in customer inquiries.
  • Report and escalate any potential product issue thoroughly and comprehensibly to product management and development teams for future improvements.
  • Ensure electronic records are created and updated for all customer communications and escalations.

PROFESSIONAL GOALS

  • Ensure customers queries are responded to quickly, with the aim of resolving each issue with one-call resolution.
  • Become knowledgeable and effective at product support, ultimately reducing call times and contributing to low call abandonment as a team.
  • Maintain low wait times while focusing on responding inquiries within timely and culturally-appropriate manner.

REQUIRED QUALITIES AND CREDENTIALS

  • Post-secondary degree, certificate, or diploma in electrical, computer, or other technology fields.
  • Must be fluent in spoken and written English. Being multilingual in Spanish or French is highly valued.
  • Have interest and is proficient in operating and troubleshooting PC and IP networking.
  • Reliable attendance and punctuality for assigned shift is an absolute must due to nature of duties.
  • Prior experience in technical support and/or physical security industry is highly valued.
  • Prior experience in customer service in-person or over the phone is a plus.
  • Recommended personal qualities in order to excel at job
  • Good interpersonal skills, able to manage customer attitudes and emotions.
  • Logical thinker, good analytical and problem solving skills.
  • Interest in up-to-date technology trends
Company DescriptionDiverse Staffing CompanyCompany DescriptionDiverse Staffing Company

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