Associate Technical Support Representative

2 months ago

Columbus, United States West Technology Group, LLC Full time
For this opening we will consider candidates from the following locations: ,OH,United States |

Primary Responsibilities and Assignments  

  • Serve as the initial point of contact for all incoming client inquiries, ensuring all communications are thoroughly and accurately documented. 

  • Resolve technical concerns or questions for assigned clients in an accurate and timely manner. 

  • Review technical questions from clients, completely documenting a full review of the issue, troubleshooting, problem resolution, and communication to appropriate stakeholders. 

  • Escalate requests not within scope of responsibility to appropriate resource and ensure each task is followed to resolution. 

  • Partner with internal technical resources to coordinate maintenance tasks, ensuring a timely and complete resolution to client inquiries. 

  • Serve as a client liaison which may include participating in problem resolution with other internal teams, as necessary. 

  • Accurately respond to technical questions delivered by clients and maintain detailed notes in the customer database, ensuring to escalate requests outside the scope of responsibility to a supervisor. 

  • Exercise exceptional customer service skills to optimize each contact with the client. 

  • Ensure that communications are processed in strict adherence to established policies, procedures, and quality standards. 

  • Responsible for supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures. 

  • Serves as a direct client contact/interface on notification technical support issues for notification products and services. 

  • Uses problem-solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue. 

  • Communication with clients may be conducted either via phone or email. 

  

Required Skills and Professional Background  

  • High school diploma or GED 

  • 1 year customer service experience.  

  

Desirable Qualifications and Expertise  

  •  Associate/bachelor’s degree.  

  • 6 months of experience working in technical customer service. 

  • Experience in Healthcare. 

  • Experience with Microsoft Word, and Excel. 

  • IT Certification (SQL, CompTIA, A+, Network +, Linux +, CCNA, Web/UX Design). 

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