Job Description<\/p>\n
The Technical Support Associate I responds to basic and routine inquiries of a technical nature including hardware\/software, or other designated client products. This position assists external users of the client’s technical products or services by answering questions and solving problems involved in their use.<\/p>\n
\u2022 Assist external users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems<\/p>\n
\u2022 Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products<\/p>\n
\u2022 Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed<\/p>\n
\u2022 Solve problems that are generally unstructured and require extensive use of conceptual thinking skills<\/p>\n
\u2022 Ensure service delivered to our customers meets contractual Key Performance Indicator (\u2018KPIs\u2019)<\/p>\n
\u2022 Greet customers in a courteous, friendly, and professional manner using agreed upon procedures<\/p>\n
\u2022 Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer<\/p>\n
\u2022 Clarify customer requirements; probe for understanding<\/p>\n
\u2022 Prepare complete and accurate work including appropriately notating accounts as required<\/p>\n
\u2022 Participate in activities designed to improve customer satisfaction and business performance<\/p>\n
\u2022 Associate\u2019s Degree in related technical discipline with six years of related technical experience preferred\n<\/p>\n
\u2022 Achieve and maintain recognized and applicable technical certification(s)<\/p>\n
\u2022 Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)<\/p>\n
\u2022 Working knowledge of client technical systems<\/p>\n
\u2022 Courteous with strong customer service orientation<\/p>\n
\u2022 Ability to effectively communicate, both written and verbally<\/p>\n
\u2022 Ability to learn including strong problem solving skills<\/p>\n
\u2022 Dependable with proficient attention to detail<\/p>\n
\u2022 Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly<\/p>\n
\u2022 Ability to work as a team member, as well as independently with minimal supervision<\/p>\n
\u2022 Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner<\/p>\n
\u2022 Able to rotate shifts, as needed<\/p>\n
\u2022 Based on location and\/or program, additional experience\/skills may be required<\/p>\n
*Job requirements may vary by country and will not contravene any local laws<\/p>\n
https:\/\/convergys.wd1.myworkdayjobs.com\/en-US\/external_us\/job\/USA-Jacksonville-FL\/Tier-I-Technical-Support_R1015731-1?source=indeed<\/p>\n","protected":false},"excerpt":{"rendered":"
Job Description The Technical Support Associate I responds to basic and routine inquiries of a technical nature including hardware\/software, or other designated client products. This position assists external users of the client’s technical products or services by answering questions and … Continue reading