Technical Support Specialist

4 weeks ago


New York, New York, United States OTK Media Full time
Job Overview

At OTK Media, we're seeking a skilled Technical Customer Support Representative to join our team. As a Technical Customer Support Representative, you will be responsible for providing top-notch support to our customers, ensuring their technical issues are resolved efficiently and effectively.

Key Responsibilities

Identify, investigate, and resolve customer questions or problems with computer software and hardware
Provide email, chat, and telephone support to end-users experiencing technical difficulties
Apply knowledge of computer software, hardware, and procedures to solve problems
Guide users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
Identify and escalate support situations requiring urgent attention
Track and route support requests via computerized ticketing system; thoroughly document resolutions
Stay current with product upgrades, system information, and business updates
Collaborate with other team members to research and resolve problems

Requirements

Proficient with or the ability to quickly learn an array of computer hardware and software
Thorough understanding of computer software and hardware, including desktop computers, network devices, and peripherals
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Professional and pleasant telephone manner
Ability to explain technical issues to technical and nontechnical customers
Strong analytical and problem-solving skills
Proficient with Microsoft Office Suite or related software
Willingness to have telephone conversations monitored for quality assurance

Education and Experience

Associate's degree in Computer Science or related field preferred
2+ years of experience in customer technical support preferred

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Work From Home

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