Technical Support Specialist

1 month ago

Columbia, South Carolina, United States Socket Full time
Job Summary

This is an entry-level Technical Support Representative position at Socket, providing quality technical support to customers via phone, fax, and email. The successful candidate will troubleshoot, problem solve, and document customer interactions, contributing to the collective resources and knowledge of the Technical Support department.

Key Responsibilities
  • Resolve technical queries from customers via phone, fax, email, or other means, using analytical processes and problem-solving skills.
  • Document customer interactions in the ticket tracking system or contact logs, ensuring that all interactions are documented immediately following the customer contact.
  • Research incidents that require resources not available at the time of the customer contact, or those that require time without user input, and demonstrate the ability to take charge of own tickets to resolve problems in a satisfactory manner.
  • Adhere to all applicable Socket policies and procedures at all times.
  • Document and update known problems and solutions in the Wiki or updating procedures.
  • Interact with Tier I, Tier II, and Tier III Technicians, Supervisors, and other departments as necessary to ensure customer issues are resolved in a timely manner.
  • Use problem-solving skills on a daily basis to fully document customer problems, ensuring the proper course of action is taken to resolve them.
  • Escalate dissatisfied customers and special issues when needed to the Technical Support Supervisor, Tier II, or Tier III Technician, completing detailed documentation of the contact before escalating any customer issue.
  • Refer prospective accounts to the appropriate Sales team for follow-up.
  • Act as a backup to the Customer Services in-bound phone queue.
  • Assist with festivals and trade shows by attending shows and answering technical inquiries.
  • Work on special projects as directed by the supervisor.
  • Other duties as assigned.
Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Successful completion of formal new-hired training is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

A high school diploma or equivalent is preferred. Two years of job-related experience in the customer service field is preferred.

Knowledge and Skills
  • User-level knowledge of Windows XP, Vista, 7, and 8 is required.
  • User-level knowledge of Apple Operating System 10.0 or higher is preferred.
  • Familiarity with alternate operating systems is preferred.
  • Knowledge of modems and Internet connectivity is preferred.
  • Knowledge of Broadband services is preferred.
  • Knowledge of HTML programming and web site administration is preferred.
  • Telephone call handling skills, including phone answering techniques, message taking, and call transfers, are required.
  • Clear, concise writing skills are required.
  • The ability to be customer-oriented to ensure satisfactory service is delivered is required.
  • Customer-driven interactions to provide positive experiences for the customer are required.
  • The ability to type at least 30 WPM is required.

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