Technical Customer Service Representative

4 weeks ago


Reston, Virginia, United States Hatched Recruitment Group Full time

Technical Customer Service Representative

Job Summary:

We are seeking a skilled Technical Customer Service Representative to provide first-tier support to customers for equipment and systems. This role involves troubleshooting issues, responding to support requests via multiple channels, and collaborating with internal teams to resolve complex problems.

Key Responsibilities:

  • Provide first-level support to external customers via live chat, email, and phone channels.
  • Troubleshoot hardware and software issues to determine the root cause.
  • Escalate unresolved support cases to higher-tier teams.
  • Manage activation and deactivation of equipment, SIM cards, and EMV readers.
  • Provide user administration support.
  • Execute equipment configuration changes and UI updates.
  • Handle back-office configuration of equipment and users.
  • Assist customers in building and scheduling reports.
  • Help customers coordinate parts orders, including identifying correct part numbers.

Requirements:

We are looking for team players with the perfect balance of experience, training, and skills in the following areas:

  • 2+ years of experience in a high-traffic customer service setting with multi-channel support.
  • Hands-on experience troubleshooting hardware issues.
  • Knowledge or experience with programming, 12V DC electrical systems, solar charging systems, and wireless modems is preferred.
  • Familiarity with electronic vending systems and credit card processing is a plus.
  • Previous help desk experience (non-IT help desk).
  • Proficient in web-based applications and MS Office products.
  • Excellent verbal and written communication skills, with an ability to communicate clearly and concisely.
  • Strong problem-solving, troubleshooting, and research skills.

What We Offer:

We offer a comprehensive benefits package to employees after 30 days of employment, including:

  • Medical, dental, and vision plans (both contributory and non-contributory options).
  • Affordable voluntary benefits.
  • 401(k) plan with company matching contributions.
  • Life insurance, short-term and long-term disability coverage.
  • Generous paid time off.


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