Technical Service Representative

Job Description

The Technical Service Representative will provide first and second-level technical support to US-based customers and internal staff. The successful candidate will demonstrate aptitude for working with Windows-based hardware systems and POS software to undertake analysis, diagnosis, and resolution of problems. Issue resolution will range from simple routine issues to more complex technical issues. Experience with FuturePOS or other Point of Sale (POS) software is highly desirable. The position is home-based and will require a quiet work environment, stable Internet, adequate personal computer capabilities, and the ability to work a flexible schedule.

Responsibilities:
• Act as a primary point of contact for technical support via phone call, chat, service tickets and e-mail from customers and staff regarding software and hardware issues
• Remote troubleshooting, resolution, and documentation of intermediate level software, hardware, and network (including wireless) issues
• Escalate and document unresolved issues to specialized support staff, field support, and advanced technical support
• Outbound communication and issue resolution for proactively identified issues/alerts/tickets generated by Remote Maintenance and Monitoring (RMM) system
• Manage client warranty statuses and RMA process
• Provide quotes to clients for hardware and merchant processing upgrades to address customer issues
• Effectively receive, log and manage all contacts and issues in Customer Relationship Management (CRM) system
• Take ownership of customer issues, follow up on the status of issues, and communicate progress/resolution in a timely manner within defined Service Level Agreements (SLAs)
• Maintain a high degree of customer service for all support queries and adhere to all service management principles and procedures
• Exhibit personal attributes that include being self-directed, high energy, and high accountability while maintaining a positive attitude, serving orientation, and ability to moderate conflict

Requirements:
• Excellent written and oral communication skills in the English language
• Excellent organizational skills
• 3+ years previous fast paced IT Service Desk experience
• Issue management experience working within defined business expectations and standard SLAs
• Familiarity with CRM software, preferably ConnectWise Manage
• Familiarity with RMM software, preferably ConnectWise Automate
• Familiarity with remote access programs
• Basic knowledge of cloud database technology, preferably Microsoft SQL.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 family
• Ability to take initiative and make sound judgement calls to troubleshoot problems and achieve resolution
• Self-motivated and self-managed achiever who gains satisfaction from service to others
• Computer running Windows 10, I5 processor or equivalent, 4GB RAM or greater,
• Quite work environment with stable and reliable internet service based on wired on DSL based connections (no LTE or broadband antenna)