Technical Support Representative

• Provide technical support to internal and external customers on client products, services, or processes
• Troubleshoot and resolve customer and employee issues for client products and online platforms
• Create and manage cases received through phone, email, and Salesforce cases
• Complete routine/daily requests
• Manage and complete long-term projects
• Manage multiple cases at one time, providing details and updates until resolved
• Work with customers to quickly get to the root of their problem
• Provide timely and accurate customer feedback
• Walk customers through a series of actions to resolve a problem
• Follow up with customers to ensure the problem is resolved
• Escalate to the correct team (technical, content, product management) for a resolution, then liaison between second level team(s) and the customer
• Provide support in the form of procedural documentation
• Keep team informed as new issues arise or processes are updated
• Support co-workers and promote a positive work environment
• Provide training to new employees on our various products/platforms
• Cross train on other products, systems, and processes
• Participate in product or system testing and review as required

• 2+ Years of Experience working in a support center or equivalent environment
• General troubleshooting
• Computer/browser/network troubleshooting
• Ability to be proactive and prioritize issues
• Detail oriented and good problem-solving skills
• Excellent interpersonal skills
• Good written and verbal communication, ability to articulate complex information clearly
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Ability to follow up and manage open cases until resolved
• Ability to work a flexible schedule
• Ability to adjust quickly to changing job duties and processes
• Bachelor’s Degree OR High School diploma or GED and 2 years’ experience in a customer/technical support environment

Degrees MIS, Information Technology