Technical Support Representative

2 weeks ago


Norcross, Georgia, United States TRC Talent Solutions Full time

Company Overview: TRC Talent Solutions is collaborating with a prominent automotive parts company to fill a critical role in their IT department.

Position Summary: We are seeking a Tier One Help Desk Specialist who will provide essential support and assistance to users experiencing technical difficulties.

Key Responsibilities:

  • Facilitate the deployment and upkeep of personal computers.
  • Collaborate with colleagues to create, validate, and maintain databases for problem resolution.
  • Analyze, document, and resolve initial customer service inquiries related to supported hardware and software.
  • Conduct research on support issues when immediate solutions are not available, utilizing resources such as tracking systems and internal documentation.
  • Escalate issues as necessary and monitor the resolution process to ensure customer satisfaction.
  • Document all incoming requests and maintain communication with customers regarding their issues and resolutions.
  • Keep the Service Desk team informed of new support challenges in a timely manner.
  • Continuously seek to enhance call handling and resolution methods.
  • Perform additional job-related tasks as required.

Qualifications:

  • At least one year of relevant experience.
  • Outstanding customer service skills.
  • Experience with Point of Sale (POS) systems is advantageous.
  • Proficiency in Windows Operating Systems, particularly Windows 10.
  • Familiarity with Microsoft Office Applications, especially O365, is a plus.
  • Experience with mobile devices and mobile email support.
  • Ability to troubleshoot network connectivity issues.


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