Technical Support Associate (Talent Pool)
Posted Updated
Description
We're building our talent pool of Technical Support Associates who can provide technical assistance to users/customers by troubleshooting
problems with computer hardware or software. See basic duties below:
- Identifies,
investigates, and resolves users’ problems with computer software and hardware
- Fields
support calls, chat, email, and/or other communication from users with
inquiries regarding software programming, connectivity, printing, and similar
concerns
- Consults
with users to determine steps and procedures taken to identify and resolve the
problem
- Applies
knowledge of computer software, hardware, and procedures to solve problems
- Guides
users through diagnostic and troubleshooting processes, which may include use
of diagnostic tools and software and/or following verbal instructions
- Collaborates
with other staff to research and resolve problems or escalates to senior
technical support specialists, if required
- Collaborates
with programmers to explain errors and/or recommend modifications in programs
- Arranges
service by software or hardware vendors to repair or replace defective products
- Maintains
knowledge of technology innovations and trends
Requirements
- Bachelor’s
degree in Computer Science, Information Technology or related field preferred
- Prior
experience in customer technical support or similar role highly preferred
- Experience
with remote desktop applications and help desk software preferred
Required Skills/Abilities:
- Excellent
verbal and written communication skills
- Excellent
interpersonal and customer service skills
- Professional
and pleasant telephone manner
- Ability
to explain technical issues to technical and nontechnical employees and
customers
- Strong
analytical and problem-solving skills
- Proficient
with Microsoft Office Suite or related software
- Proficient
with or the ability to quickly learn an array of computer hardware and software