Technical Support Professional

4 days ago


Willow Grove, Pennsylvania, United States TEKsystems Full time
Job Summary

This is a unique opportunity to become an integral part of our Client Support Team as a Technical Support Professional.

About the Role:

We are seeking a highly skilled and dedicated individual to ensure seamless communication between our clients and internal departments. As a Technical Support Professional, you will be responsible for providing exceptional customer service by accurately directing inquiries to the appropriate department and maintaining a high standard of service delivery.

Main Responsibilities:

  • Initial Contact: Greet customers professionally, comprehend their needs, and collect essential information.
  • Needs Assessment: Determine the most suitable department or individual to handle the request.
  • Handoff Process: Route calls or inquiries to the correct department, including live transfers, message forwarding, or ticket logging for follow-up.
  • Documentation: Record every interaction, including the nature of the inquiry and the details of the handoff.
  • Clear Handoff Protocol: Ensure the receiving department acknowledges the handoff and accepts responsibility for follow-up and resolution.
  • Accountability Tracking: Monitor adherence to protocols and effectiveness in managing handoffs.
  • Tracking Software: Log all customer interactions in a CRM system or equivalent tracking software.
  • Status Updates: Ensure systems reflect the current status of inquiries, including handoff details and expected resolution times.

What We Offer:

We provide a collaborative and supportive work environment where you can grow professionally and make a meaningful impact in the healthcare industry. You will have the opportunity to participate in various programs and contribute to our company's mission.

Why This Job?

This role offers a competitive salary of $22.50 - $25.50 per hour, commensurate with experience, plus access to a comprehensive benefits package, including medical, dental, vision, and 401(k) retirement plan options. Additionally, you will enjoy a fully onsite position in Willow Grove, PA, with eligibility requirements applying to some benefits depending on your job classification and length of employment.



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