Technical Customer Service Representative

Technical Customer Service Representative

Pay: $16.00 per hour

Job description:

GENERAL DESCRIPTION

Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations.

SPECIFIC RESPONSIBILITIES

• Handle incoming [Business Unit] technical support customer requests escalated by front-line support.
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Answers routine to moderately complex questions, following established procedures.
• Researches and troubleshoots customer requests, analyzes needs and:
• Determines problem source (i.e., hardware, software, user access),
• Resolves issues where possible,
• Refers difficult and complex issues to internal technical experts, and/or
• Refers issues to management, documents issues for future
• Documents and reports on customer inquiries, status and resolution.
• Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
• Builds working relationships with customer representatives and with cross functional teams.

TRAVEL REQUIRED

• No travel required.

REQUIRED QUALIFICATIONS:

• High School Diploma/GED
• Ability to work flexible work hours/schedule.
• Able to work independently and as a team to deliver on individual and business goals
• Strong problem-solving capabilities
• Strong technical troubleshooting skills
• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

PREFERRED QUALIFICATIONS

• Displays strong dependability and reliability
• Ability to handle multiple competing priorities and deliver results in a fast-paced environment.
• CRM case logging/Salesforce experience
• Experience with interaction distribution systems such as Genesys Pure Cloud.

MINIMUM REQUIREMENTS

• High School Diploma/GED and 3 years experience OR Any level degree or certification beyond HSD/GED and 1 year experience OR 5 years experience

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Technical support: 1 year (Required)
• Software troubleshooting: 1 year (Preferred)

Ability to Commute:

• San Antonio, TX 78245 (Required)

Work Location: In person

Etech's Vision

To make a remarkable difference for our people, our customers and within our communities.

Etech's Mission
Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

Our Character Commitments

Etech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.

Integrity
Valuing People
Teamwork
Accountability
Communication
Vision
Adaptability
Humility
Creativity
Teachability
Positive Influence
Courage