Technical Service Representative

3 months ago

Tucson, United States 1701 Solutions Full time
Job DescriptionJob Description

Job Summary: The Technical Service Representative plays a vital role in providing technical assistance and support to clients. They serve as the primary point of contact for clients seeking technical help, troubleshooting assistance, and product-related information. This position requires excellent communication skills, a client-centric approach, technical knowledge, and a core desire to deliver exceptional service.

Responsibilities:

Communication and Collaboration:

  • Communicate effectively with clients, demonstrating empathy, patience, and professionalism.

  • Document client interactions, inquiries, and resolutions accurately and thoroughly in the Microsoft CRM support system.

  • Collaborate with cross-functional teams, including development, quality assurance, and product management, to relay client feedback and drive product improvements.

  • Share insights and common client issues with the team to enhance overall client support effectiveness.

Client Satisfaction and Feedback:

  • Strive to exceed client expectations by providing exceptional service and support.

  • Monitor client satisfaction levels and respond to client feedback in a timely and proactive manner.

  • Continuously identify areas for improvement in processes, tools, or client service strategies.

  • Contribute to the development and implementation of client-centric initiatives to enhance the overall client experience.

Client Support:

  • Provide technical assistance to clients via various channels such as phone, email, chat, or in-person.

  • Respond promptly to client inquiries, resolving technical issues, and addressing concerns effectively.

  • Guide clients through troubleshooting procedures, offering step-by-step instructions and advice.

  • Assist clients in setting up and configuring products, software, or applications.

  • Ensure client satisfaction by providing accurate information and timely resolution of technical problems.

Problem Diagnosis and Resolution:

  • Analyze client-reported issues to identify the root cause of technical problems.

  • Utilize product knowledge, resources, and troubleshooting tools to diagnose and resolve client issues.

  • Escalate complex or unresolved technical problems to the appropriate internal teams for further investigation and resolution.

  • Follow up with clients to ensure that their issues are resolved to their satisfaction.

Product Knowledge and Training:

  • Maintain a comprehensive understanding of the organization's products, features, and technical specifications.

  • Stay updated on product enhancements and new releases through training sessions and self-learning.

  • Provide product-related information to clients, addressing their questions and inquiries accurately.

  • Contribute to the creation and maintenance of client support documentation, knowledge base articles, FAQs, and troubleshooting guides.

 

Requirements:

  • High school diploma or equivalent; bachelor's degree in a related field is a plus.

  • Proven experience in a client service or support role.

  • Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts to non-technical clients.

  • Client-centric mindset with a focus on providing exceptional service and support.

  • Patience, empathy, and the ability to handle challenging client situations with professionalism.

  • Strong problem-solving and analytical skills to diagnose and resolve issues effectively.

  • Proficiency in using client support software, CRM systems, and other relevant tools.

  • Technical aptitude and ability to understand and troubleshoot software, hardware, or network-related issues.

  • Ability to explain complex problems to people unfamiliar with the industry.

  • Relevant technical certifications are a plus.

  • Experience working in an information technology role is a plus.

  • Ability to work independently as well as collaboratively in a team environment.

  • Flexibility to work in shifts, including weekends or evenings, to support client needs.

  • As part of 1701’s selection process, we carefully review each application, assess the qualifications, and choose applicants who best align with the role.

  • Valid AZ driver license and reliable transportation is required.

  • All positions require satisfactory completion of a personal background investigation prior to start of employment. Select positions may require pre-appointment drug-testing.

  • Position requires the ability to lift 50 lbs. and the ability to identify industry standard color-coding of electrical wiring and components.

  • We are a drug and tobacco free workplace.

  • Applicants must be legally allowed to work in the US.

  • Applicants only, no recruiters or solicitations.

Company DescriptionWe are one of Southern Arizona's fastest growing technology firms and we are looking for energetic talent to join our rapidly growing team. As a leader in providing innovative business and technology solutions to our expanding client base, every member of our team is involved in our client relationships. We consider ourselves a professional high performance team and expect a lot out of each team member but as a younger company have a lot to offer each of our team members in reward for all their hard work. We can guarantee that this will be one of the most challenging adventures you have been on and certainly one of the most rewardingCompany DescriptionWe are one of Southern Arizona's fastest growing technology firms and we are looking for energetic talent to join our rapidly growing team. As a leader in providing innovative business and technology solutions to our expanding client base, every member of our team is involved in our client relationships. We consider ourselves a professional high performance team and expect a lot out of each team member but as a younger company have a lot to offer each of our team members in reward for all their hard work. We can guarantee that this will be one of the most challenging adventures you have been on and certainly one of the most rewarding

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