Technical Support Specialist

3 weeks ago

Pittsburgh, United States edgecomputingassociation.com Full time

Location Pittsburgh, Pennsylvania ,

United States

Job Description

A Technical Support Specialist will provide, via phone and/or remote-desktop, technical problem solving and claim resolution to customers by performing a diagnosis of issue while guiding customers through the claim filing process that gives them a resolution. Support and resolutions include, but are not limited to basic device support, assisting with claim filing, verifying proper hardware and software set up, power cycle devices, troubleshooting account issues, connectivity issues, providing adequate resolution or escalating issues to further tiers or manufacturers. The focus of this specialized, technically-oriented position is on meeting and exceeding high standards of accuracy and quality based on established systems, technologies and guidelines while bringing Squaretrades core values to life of Customer obsession and making an Impact on every call.

WHAT YOULL BE DOING:

* Deliver a differentiated customer experience as measured by performance objectives and the core values of SquareTrade

* Assist customers with the claim filing process, including approving and denying claims, via inbound/outbound

* Convey interest in each customer through courtesy, active listening, and a friendly and caring voice image

* Diagnose for a successful troubleshot or resolution on customers products over the phone

* Use your expertise to explain complex technical concepts in simple terms to provide troubleshooting help to our customers, which will result in talking them through a series of actions until their issue is either resolved or diagnosed.

* Use your Knowledge Base to research similar product symptoms to find a resolution, as well as contribute useful content as discovered.

* Advise customers on how to use their products and the various functions or features on products

* Follow standard processes and procedures.

* Stay current with system information, changes and updates

* Must be able to overcome objections and handle customer push back

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