Technical Support Representative

2 weeks ago

Littleton, United States Peak Technologies Full time

**Job title**: Technical Support Representative
- ** Pay rate/range**:$20-$24/hour
- ** Location (hybrid/on-site)**:Hybrid - on-site at 265 Foster St, Littleton, MA 01460
- **_ Remote once fully trained (2 months +/-)_**:

- ** Schedule**:Mon-Fri 8am-5pm, rotating on-call shift Saturdays 11am-8pm
- ** Full-time/Part-Time?** Full-time hourly

**JOB SUMMARY & SCOPE**
Support customers with all technical issues. Provide excellent customer experience through timely, knowledgeable, and professional responses and resolutions per service level agreements (SLA’s).

To have ownership of the incident/request until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.

Take a hands-on role in solving complex technical enquiries, problem-solving and assisting team members. Incumbents have deep technical expertise, exceptional problem-solving skills, and a strong commitment to delivering top-tier customer support.

**KEY ACCOUNTABILITIES**
- To support our customers with a "customer first" mindset.
- To record incidents/requests in the approved toolset/s accurately and at the time the matter is raised.
- Ensure the Customer is kept fully informed of the steps taken to resolve their issue, especially important on longer investigative issues and/or where multiple escalations are required.
- To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
- Diagnose and troubleshoot intricate technical problems related to our products, services, hardware or software ensuring prompt and satisfactory resolutions.
- Manage and appropriately escalate unresolved or challenging issues to the appropriate team such as Professional Services (3rd Line), technical software support or appropriate 3rd party.
- Maintain meticulous records of customer interactions, issue details and resolution within the toolset for reporting and incident management.
- Share your knowledge and expertise with other team members, contributing to their professional growth and skill development.
- Work in a collaborative and supportive way with the Help Desk Team, other stakeholders and within Peak Technologies.
- Cultivate positive relationships with customers, actively listening to their concerns, demonstrating empathy and delivering exceptional support experiences.
- Provide guidance and training to customers on product usage, best practices and troubleshooting techniques.
- Recognize, document and alert the manager on trends in customer calls.
- Be vigilant in process updates so that the knowledge base is maintained and accurate.
- To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time.

**EDUCATION + EXPERIENCE + KEY TRAITS**
- Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
- Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
- Proactive, self-accountable, assertive and self-motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
- Understanding of the key drivers to increase customer satisfaction - both in terms of quality and on time delivery.
- Ability to manage own time, organize workload and solve problems.
- Excellent team player with the ability to work independently under minimum supervision.
- Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
- Investigative skills associated with understanding symptoms and root causes of Customer problems.
- Computer literate and a good working knowledge of Microsoft Office.
- Excellent attention to detail.
- Excellent organizational and time management skills.
- Ability to embrace change.
- Flexible and able to readily accept appropriate responsibility.

**TYPICAL PERFORMANCE TARGETS**
- Ability to work to demanding delivery and pick-up deadlines and operate in adherence to customer SLAs for the delivery and timely supply of service to our customers.
- Passionate about delivering an excellent customer experience.
- Ownership and success in managing ones own personal goals with a mindset of continuous improvement and development.

**LANGUAGE SKILLS**
- Primary language used in daily operations is English.

**SUPERVISION**
- No staff supervision required.

**DECISION MAKING + REASONING**
- Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
- Ability to evaluate incoming technical information to deduce likely causes

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