glassdoor.com sales-marketing technical support representative

Technical Support Representative


Job Title: Customer Technical Support Representative

Location: - Raleigh NC 27607

Summary:

The main function of a Customer Technical Support Representative is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Job Responsibilities:

· Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.

· Uses automated information systems to analyse routine situations.

· Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.

· Resolves problems or contacts more senior technical support as necessary.

· Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

· Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.

· Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks.

· May perform basic PC, PBX, and network software programming.

· Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Skills:

· Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.

· Basic ability to work independently and manage one’s time

· Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software.

· Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.

Education/Experience:

· Bachelor's degree in computer science or related field or equivalent training/education required.

· 8-10 years’ experience required.

Job Types: Full-time, Contract

Salary: $13.00 to $14.00 /hour

Experience:
  • Technical Support: 6 years (Required)
  • HARDWARE AND SOFTWARE SUPPORT: 5 years (Preferred)
Education:
  • High school or equivalent (Preferred)
special offer