Technical Support Specialist
1 week ago
We strive to deliver exceptional customer experiences, leveraging technology to simplify interactions and drive success. Our mission is centered around making technology accessible and easy to use for our customers.
We're dedicated to fostering a culture of innovation, where our team members are empowered to outsmart and outdo competitors, delivering unbeatable customer experiences and pushing the boundaries of what's possible.
- A relentless pursuit of excellence in our industry
- A winner's mentality driving continuous improvement and innovation
- An unwavering commitment to customer satisfaction and loyalty
- An unapologetic passion for staying ahead of the curve with emerging technologies
- A steadfast dedication to accountability and ownership
- A deep-seated commitment to doing what's right, always
As a Help Desk Technician, you'll be responsible for:
- Meeting or exceeding productivity standards, including Average Handle Time (AHT), calls per rep, and idle time
- Taking ownership of each call to diagnose billing or equipment issues effectively and efficiently
- Maintaining excellent communication and written skills, including a clear, confident speaking voice and a friendly rapport with customers
- Providing accurate information to customers regarding service and equipment issues while maintaining a professional and courteous attitude
- Demonstrating the ability to understand complex concepts and simplify them for customers
- Having full knowledge of internal products, features, services, and equipment, as well as competitor products and services
- Entering accurate information into the customer management system and completing supporting documentation during customer contact
- Developing constructive and cooperative working relationships with others, and maintaining them over time
- Working independently to resolve customer issues, frequently researching outside of internal products and services provided by the company
To be successful in this role, you'll need:
- A high school diploma or recognized equivalent
- Three years of customer service or general business experience
- Good communication, reading, spelling, and typing skills, as well as a high degree of skill with technology-based solutions and products
We offer a competitive salary range of $45,000 - $65,000 per year, depending on location and experience. We also provide opportunities for growth and development, a dynamic work environment, and a chance to make a real impact in the lives of our customers.
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