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Technical Support Representative
2 weeks ago
Job Description
Determines eligibility by comparing client information to requirementsAnswer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environmentsUtilize active listening and empathy skillsStrive to meet or exceed call center metrics and service levelsSchedule and engage in follow-up calls with clients regarding ongoing technical issuesResolve technical escalations from the Product Support phone and chat teamTroubleshoot issues which may occur during database updates, new software installations, and server migrations.Requirements1-2 years of experience in a customer service/support role is required1-2 years of computer application-based technical support experience or IT experience is requiredPrevious call center experience is requiredAdvanced English skillsWorks hard with little supervisionDetailed-oriented with exceptional documentation skillsWorking knowledge of Microsoft Windows administration toolsBasic understanding of Microsoft SQL ServerBasic understanding of network concepts including NETBIOS over TCP/IP fundamentalsExperience with cloud-based software (SaaS)Apple iPad & Parallels knowledge is a plusFamiliarity with HIPAA regulation is preferredTroubleshooting experience a plus
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