Technical Support Representative
Basic InformationJob Category:
IT Location:
Houston Tx, Texas, United States Date published:
31-Jul-2023 Job type:
Full TimeDescription and RequirementsAbout the roleTechnical Support RepresentativeNeuralog are currently seeking an experienced Technical Support Representative to join our team in Stafford, TX 77477.
About the role:
Provide remote solutions that minimize our customers' downtime by avoiding wait and travel time necessary for onsite service.
Support a very unique customer base each with mission-critical attributes that rely heavily on our ability to adapt, meet Service Level Agreements (SLA) while delivering world-class customer service and complete technical resolutions.
What you'll do:
Assisting our customers by answering telephone calls and emails inquiries regarding product use while using our ticketing support system to track all support issues.
Accurately diagnose problems with specified equipment and correctly identify remediation solution necessary to bring equipment back to operational status.
Ability to troubleshoot and think independently.
Determine best cost approach to implement repairs to customer's equipment.
Perform preventive maintenance on a variety of equipment as directed by supervisor.
Provide support to senior team members when completing complex repairs or installations.
Maintain familiarity with customer's equipment and network to identify trends and patterns of problems and to assist customers in resolving underlying causes.
Maintain records and logs of all service performed and with details of customer's concerns and requests.
Skills and abilities:
Documented job history which includes a technical background encompassing both software and hardware knowledge, troubleshooting, problem-solving, team collaboration, and customer service expertise.
This is not an entry-level position and requires 2
years of applicable experience.
Exposure to a variety of computer applications, databases, remote access applications, and network configurations.
Exceptional communication skills needed to manage interactions with a culturally diverse customer & reseller base.
Ability to de-escalate and prioritize well interactions with customers while delivering world-class customer satisfaction.
Prior experience within a care center / remote support center managing service events via a ticketing system.
Enthusiasm for investigating and resolving challenging issues, building a structured plan of action to resolve while keeping our customers informed on progress and delivering a positive outcome.
Knowledge of structured methodology to resolve an issue such as 5-step troubleshooting.
Prior field service experience repairing, troubleshooting electro-mechanical commercial products on location at customer sites Graphics and/or application support experience.
To Apply:
Please submit your resume via the APPLY NOW button Recommended Skills Adaptability Communication Cultural Diversity Customer Satisfaction Customer Service Databases Estimated Salary: $20 to $28 per hour based on qualifications.
IT Location:
Houston Tx, Texas, United States Date published:
31-Jul-2023 Job type:
Full TimeDescription and RequirementsAbout the roleTechnical Support RepresentativeNeuralog are currently seeking an experienced Technical Support Representative to join our team in Stafford, TX 77477.
About the role:
Provide remote solutions that minimize our customers' downtime by avoiding wait and travel time necessary for onsite service.
Support a very unique customer base each with mission-critical attributes that rely heavily on our ability to adapt, meet Service Level Agreements (SLA) while delivering world-class customer service and complete technical resolutions.
What you'll do:
Assisting our customers by answering telephone calls and emails inquiries regarding product use while using our ticketing support system to track all support issues.
Accurately diagnose problems with specified equipment and correctly identify remediation solution necessary to bring equipment back to operational status.
Ability to troubleshoot and think independently.
Determine best cost approach to implement repairs to customer's equipment.
Perform preventive maintenance on a variety of equipment as directed by supervisor.
Provide support to senior team members when completing complex repairs or installations.
Maintain familiarity with customer's equipment and network to identify trends and patterns of problems and to assist customers in resolving underlying causes.
Maintain records and logs of all service performed and with details of customer's concerns and requests.
Skills and abilities:
Documented job history which includes a technical background encompassing both software and hardware knowledge, troubleshooting, problem-solving, team collaboration, and customer service expertise.
This is not an entry-level position and requires 2
years of applicable experience.
Exposure to a variety of computer applications, databases, remote access applications, and network configurations.
Exceptional communication skills needed to manage interactions with a culturally diverse customer & reseller base.
Ability to de-escalate and prioritize well interactions with customers while delivering world-class customer satisfaction.
Prior experience within a care center / remote support center managing service events via a ticketing system.
Enthusiasm for investigating and resolving challenging issues, building a structured plan of action to resolve while keeping our customers informed on progress and delivering a positive outcome.
Knowledge of structured methodology to resolve an issue such as 5-step troubleshooting.
Prior field service experience repairing, troubleshooting electro-mechanical commercial products on location at customer sites Graphics and/or application support experience.
To Apply:
Please submit your resume via the APPLY NOW button Recommended Skills Adaptability Communication Cultural Diversity Customer Satisfaction Customer Service Databases Estimated Salary: $20 to $28 per hour based on qualifications.
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