Technical Support Specialist

1 week ago

Austin, Texas, United States Intertek Full time

Technical Support Representative

About the Role

We are seeking a highly motivated and detail-oriented Technical Support Representative to join our team at Intertek. As a Technical Support Representative, you will be responsible for providing exceptional technical support and customer service to our clients.

Key Responsibilities

  • Provide technical support and resolution via email, phone, and screen sharing
  • Build relationships with customers and proactively follow up through issue resolution
  • Create, track, and resolve support tickets for clients
  • Communicate directly with customers verbally and written, utilizing active listening and setting the tone for the interaction
  • Train customers on notable features and best use of products
  • Support Associate Technical Support Engineers in both training and troubleshooting
  • Document details of conversations and interactions in a timely manner

Requirements

  • 2+ years of experience in technical customer support in a SaaS environment
  • Experience troubleshooting basic PC and tablet (iOS and Windows) issues
  • Proficient in MS Office and Windows-based applications
  • Comfortable spending most of your work day responding to customers over the phone
  • Outstanding customer service skills, including strong written and communication skills
  • Ability to learn and understand complex technical concepts
  • A successful track record of meeting, exceeding goals, and balancing multiple high-priority initiatives in challenging environments
  • A passion for customer service
  • High School Diploma

Preferred Requirements

  • Bachelor's degree or some form of higher education
  • Bilingual language skills preferred

About Intertek

Intertek is a world leader in the Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. With passion, pace, and precision, we work to exceed our customers' expectations, while engaging with our employees to be 10X in their performance and professional growth.

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