Technical Customer Support Specialist
4 weeks ago
The Technical Customer Support Agent plays a crucial role in providing technical assistance and administrative support to ensure the efficient support of our customers. This position involves troubleshooting technical issues, managing customer relationships, and providing assistance to end-users. The ideal candidate should possess a combination of technical expertise, strong organizational skills, and excellent communication abilities.
Key Responsibilities- Provide first-line technical support to end-users, addressing hardware, software, and connectivity issues.
- Guide users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
- Collaborate with other staff to research and resolve problems.
- Troubleshoot and resolve technical problems related to company-manufactured devices.
- Offer guidance and training to end-users on the use of hardware and software tools.
- Create and update user documentation and manuals to facilitate self-help options for common technical issues.
- Collaborate with the repair team to escalate and resolve complex technical issues.
- Communicate effectively with customers at all levels to understand and address their technical needs.
- Diagnose and resolve technical issues promptly and effectively, either through remote assistance or on-site support.
- Escalate unresolved issues to appropriate personnel and follow up to ensure timely resolution.
- Manage customer service inquiries through different mediums like phone, email, online chat, social media, etc.
- Escalate calls to supervisor when necessary.
- Maintain customer information as necessary.
- Fill in for MRO Customer Excellence Specialist(s) as necessary.
- Perform other similar duties as assigned by management.
- Proven experience in providing technical support and troubleshooting in a professional environment.
- Ability to explain technical issues to technical and non-technical employees and customers.
- Strong problem-solving skills and the ability to work well under pressure.
- Excellent communication and interpersonal skills.
- Attention to detail and a proactive approach to identifying and addressing potential issues.
- Ability to adapt to new technologies and stay informed about industry trends.
- We offer medical, dental, and vision, which ACR pays a portion of.
- ACR pays for Life insurance up to two times base annual earnings, accidental death and dismemberment insurance, as well as short- and long-term disability for our employees.
- 401K which provides an employer match of 50% of your salary up to 6%, with no vesting period.
- 10 paid Holidays.
- 7 PTO days (prorated based on start date).
- 2 weeks of paid vacation (prorated based on start date).
- Tuition reimbursement program.
- Employee discount program for electronics, travel, and more.
- Growth.
- Customer Focus.
- Teamwork.
- Trust.
- Communication.
- Accountability.
- Family.
- Safety.
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