Tech Support Specialist

2 months ago


orlando, United States Softworld, a Kelly Company Full time

Job Title: Tech Support Specialist

Job Location: Orlando FL 32826

Onsite Requirements:

  • Experience with Inbound Call Center
  • Excellent Customer Service
  • Tech Savvy

Job Description:

  • Receive inbound telephone calls, chat messages, and emails on product questions.
  • Provide excellent customer service, technical troubleshooting, and problem resolution.
  • Provide user-friendly explanations and follow-up using telephone, emails, and/or chat, and in person communication.
  • Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
  • Open trouble tickets using the trouble ticking tool (CSR) and document action steps and resolutions including follow-up.
  • Ensure issues are fully documented within the CSR (trouble ticket tool) application that allows for seamless escalation to other personnel as required.
  • Use professional judgment to resolve a problem.
  • Escalate customer concerns as necessary to management, as required.
  • Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution.
  • Tier 2 or 3, you will assist and communicate with Tier 1 seasonal technical support and resolve reported problems.
  • Provide assessment of existing systems and recommend improvement.
  • Develop technical solutions to be posted to both internal and external knowledge base.
  • Software testing of new and enhanced software applications.
  • Perform other duties as assigned

** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply. **



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