Technical Customer Support Representative

5 months ago

Austin, United States Intertek Full time

Technical Support Rep – Austin, TX (Hybrid)

What are we looking for?

As a Technical Support Rep you will respond to and resolve customer technical inquiries and issues as well as assist customers with installation and issue resolution.

This is an exciting opportunity for an ambitious and highly motivated  Technical Support Representative  to join our growing team in Austin, Texas and take the next step in their career. You will have a solid background within the technical or software industry and provide exceptional technical support and customer service to our clients. You will partner with our Client Support team to investigate and resolve issues, as well as make our product better. You will continue to improve your technical skills and expand your product knowledge as you provide timely, helpful, and satisfying support to our clients. 

What you’ll do:

As part of the Client Success team, the Technical Support Representative will play an integral role in the customer relationship through technical support of our SaaS, learning platform Provide technical support resolution via email, phone and screen sharing Build a relationship with the customer and proactively follow-up through issue resolution. Create, track, and resolve support tickets for clients. Communicate directly with customers verbally and written, utilizing active listening, and setting the tone for the interaction (empathy, positivity, patience)  Train customer on notable features and best use of products Support Associate Technical Support Engineers in both training and troubleshooting. Document details of conversations and interactions in a timely manner

This position outline is a general guideline and does not represent all encompassing details. The position assumes that the incumbent has both the mental and physical requirements to carry out the above defined duties.

Minimum Requirements & Qualifications:

2+ years experience in technical customer support in a SaaS environment Experience troubleshooting basic PC and tablet (iOS and Windows) issues You are proficient in MS Office and Windows-based applications Comfortable spending most of your work day responding to customers over the phone.  Outstanding customer service skills, including strong written and communication skills Ability to learn and understand complex technical concepts A successful track record of meeting, exceeding goals, and balancing multiple high priority initiatives, in challenging environments A passion for customer service High School Diploma This is a remote position; however, applicants must reside in and be able to legally work in the United States. 

Preferred Requirements & Qualifications:

Bachelor’s degree or some form of higher education Bilingual language skills preferred

 

Benefits Info: 

In addition to competitive compensation packages, when working with Intertek you can expect benefits including medical, dental, vision, life, disability, 401(k) with company match, generous vacation / sick time (PTO), tuition reimbursement and more. 

Intertek: Total Quality. Assured.

Intertek is a world leader in the Quality Assurance market, with a proven, high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. With passion, pace, and precision we work to exceed our customers’ expectations, while engaging with our employees to be 10X in their performance and professional growth.

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