Technical Support Representative
St. Petersburg, FL
The candidate will be required to provide exceptional service and first contact resolution, Will be responsible for delivering front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users.
Provide solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership Utilizes knowledge management tools to help resolve client issues Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements Assists customers in performing basic software installations Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems Escalates trends and outages as needed to leadership and for Service News postings Manages time in customer contact center setting and documents time via activity codes Utilizes required activity codes to provide awareness of non-phone related activities Will be accountable for carrying on-call phone and responding to calls on a rotating basis
2+ years of recent help desk troubleshooting experience 4 year degree preferred.
Technical knowledge of the following preferred: Installing, troubleshooting and maintaining computer hardware and software Operating systems (OS) Mobile devices Networking Business applications Security products Financial services applications experience is a PLUS.
Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.
Time Management: Effectively managing one's time and resources to ensure that work is completed efficiently Applied Learning: Assimilating and applying new job-related information in a timely manner Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message