Customer Support Specialist

2 weeks ago


Marlborough, Massachusetts, United States Complete Staffing Full time
POSITION SUMMARY
The Technical Support Representative is responsible for providing exceptional customer service by addressing inquiries related to the operation and configuration of proprietary products.

KEY RESPONSIBILITIES
1. Respond to all customer inquiries regarding product functionality and setup.
2. Diagnose and resolve network issues, including connectivity, wireless LAN access, and VPN/broadband problems.
3. Document every customer interaction in the CRM system for tracking and follow-up.
4. Escalate critical issues to field teams as necessary.
5. Conduct remote installations and troubleshooting for software updates, database repairs, and virus removal.
6. Investigate technical and software-related issues to identify patterns for proactive solutions.
7. Perform data migration tasks on client computers.

QUALIFICATIONS REQUIRED
- Comprehensive knowledge and hands-on experience with operating systems such as Windows 98/NT/2000/XP/Vista/7.
- Proficient in PC hardware and configuration.
- Intermediate understanding of networking principles.
- Previous experience in a customer service role is essential.
- Strong problem-solving abilities and excellent communication skills.
- Familiarity with IT operations, responsibilities, and workflow processes to resolve inquiries independently.
- Strong relationship management skills with customers and vendors.
- Ability to quickly adapt to new technologies and evaluate their potential impact within the organization.
- Flexibility to work collaboratively with the team to ensure timely service delivery.
- Capacity to produce high-quality work under pressure and meet tight deadlines.
- Strong team player with a flexible approach to work priorities.
- Proficient in computer skills, including MS Office applications and Internet Explorer.

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