Support Agent
1 month ago
**Overview**:
**Key Responsibilities**:
- Support customers within service level agreements and company standards.
- Gather end-user’s information and determine the issue by using a pre-defined set of troubleshooting steps.
- Document all call support information according to standard operating procedures into the support service ticket system.
- Use good judgement to redirect problems to appropriate resources after performing a pre-defined set of troubleshooting steps.
- Follow up and make scheduled call backs to customers where necessary.
- Interact with technicians to successfully deploy products and services to customer sites, according to customer-specific installation guides. Escalate installation issues to senior members of the team, or project managers, where appropriate.
- Update installation notes and documents in the required systems pre, during and post installations.
- Provide the necessary reports to senior members of the team, or project managers.
- The ability to cover holidays, weekends and/or evening shifts when needed.
**Mandatory Skills**:
- Professional and courteous demeanor and ability to collaborate with various levels of internal and external resources, customers, and partners.
- Excellent oral and written skills.
- Excellent interpersonal skills and self-awareness.
- Excellent problem-solving skills and ability to multi-task in a fast-paced, high-volume, and high-stress environment.
- Ability to work in a highly structured environment.
- Excellent attendance and punctuality.
- Flexibility in responding to change, business, and team needs.
- Ability to work independently and learn on the fly.
- Proactive and excellent in following through on issues till completion.
- A strong sense of ownership, determination, and perseverance in the face of adversities.
- Strong work ethic.
- Ability to work in a team environment with a positive and supportive attitude.
- Background in IT or Networking
- A college degree and/or IT Certifications such as Network+, and/or CCNA is preferred.
- Bilingual is a plus. Preferably in English/Spanish.
Pay: $48,000.00 - $58,000.00 per year
**Benefits**:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
Work setting:
- Hybrid work
**Experience**:
- Technical Customer Support: 2 years (preferred)
Ability to Relocate:
- Elgin, IL 60123: Relocate before starting work (required)
Work Location: Hybrid remote in Elgin, IL 60123
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