Technical Support Agent

Handle questions via the telephone and email, addressing both hardware and software related issues

• Report/escalate new issues
• Effectively communicate technical information with your team members and customers alike
• Diagnose and provide a path to resolving technical issues
• Act as the last point of contact for the customer
• Proactively identify ways to avoid recurrence of customer issues by regularly improving processes, technical articles, and procedures
• Interface with local team management and internal and external partners
• Multitask through multiple systems while troubleshooting with customers
• Achieve call center metrics including average handle time, customer availability as well as schedule adherence and conformance
• Additional responsibility as business needs dictate

What you need...

• Excellent Customer Service Skills
• Strong written, verbal and organization skills
• Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
• Superior time management and prioritization skills
• Understanding of Wireless Networks
• Excellent interpersonal skills
• Must act independently and be self-motivated
• Have reliable transportation

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.