Technical Support Representative

Job Description for Technical Support Representatives

1. Work in a fast-paced environment to take incoming technical calls from customers.
2. To listen then analyze, troubleshoot and resolve technical issues for security systems and cameras.
3. May remotely configure and troubleshoot client's equipment or simply educate customers.
4. In the event the issue cannot be resolved, TSR would escalate the call to the next tier of support.
5. Will utilize multiple computers and databases to record the results of interactions.

Qualifications:
1. Must have at least 6 months of TSR experience in a BPO setting.
2. Must know their way with Windows 7 and 8. Knowledge with the MAC interface is a plus.
3. Must be familiar with the concept of computer/device networking.
4. Must have above average English skills both written and verbal.
5. Must have 25 wpm+ typing skills with 90% accuracy.
6. Knowledgeable with IOs and Android.
7. Must be willing to work in shifting schedules including weekends and holidays.
8. Excellent customer service, analytical and problem-solving skills are essential.