Technical Client Support Representative

3 weeks ago


Houston, United States The Staff Pad Full time
Job Description
The Staff Pad has partnered with a hospitality company in Houston, Texas and we are currently seeking a Technical Client Support Representative to be a part of this thriving company. Our client has been in business for nearly 50 years and continues to deliver technology and services to guest-centric properties nationwide.

As a Technical Client Support Representative, you will play a critical role in supporting the innovative property technology services provided by our client, a market leader in video, data, and digital transformation solutions. With over 45 years of legacy, they empower guest-centric properties through advanced technology and superior customer support, serving global leaders in the hospitality and multifamily sectors.

You'll have the chance to work in a collaborative environment, leveraging the best telecommunication tools and technologies to provide value and enhance the experiences of customers and end-users.

Schedule & Compensation
  • Five 8-hour shifts, Monday through Friday, or Wednesday through Sunday.
  • Schedule may include holidays and weekends in a 24x7 call center environment.
  • Starting pay: $17.00 - $20.00 per hour, with opportunities for an additional $2.00 per hour after 90 days of meeting performance expectations.
Key Responsibilities
  • Provide exceptional technical support via phone, email, and web channels, ensuring issues are resolved from initial intake to closure.
  • Guide customers through advanced troubleshooting processes with clear communication and patience.
  • Deliver accurate and satisfactory solutions to technical queries and concerns.
  • Document all customer interactions, track issues, and maintain detailed records of resolutions.
  • De-escalate situations involving dissatisfied customers, offering calm and effective support.
  • Collaborate with team members to enhance technical aptitude and overall service quality.
  • Manage multiple cases simultaneously while prioritizing issues based on severity.
  • Identify root causes of issues, recommend solutions, and implement preventative measures where applicable.

Requirements
Qualifications
  • Minimum of 3 years of experience in technical or customer support within a call center environment.
  • Experience with media systems such as commercial TVs, set-top boxes, streaming players, and cable/satellite TV is a plus.
  • Strong technical aptitude with a willingness to learn and adapt to new technologies.
  • Superior verbal and written communication skills, with a focus on professionalism and clarity.
  • Proven ability to handle multiple tasks, prioritize effectively, and thrive in a fast-paced environment.
  • Exceptional customer service skills, including active listening and issue ownership.
  • Proficiency with basic computer programs and technical troubleshooting.
  • Attention to detail and the ability to maintain composure under pressure.


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