Technical Support Representative

Job Responsibilities:
- Responsible for assisting customers with support inquiries both technical and training in nature.
- Demonstrate excellent attention to detail and ability to troubleshoot technical and workflow problems that may arise for customers.
- Meet departmental needs by adhering to a weekly ‘support schedule’ which may include any combination of telephone, chat, and/or email support.
- Document all customer interactions appropriately in the ticketing system and ensure that all issues are resolved in an efficient manner.
- Initiate projects and means to improve departmental performance while completing tasks as assigned by the Support Manager or other departments.
- Understand and follow outlined standard operating procedures.
- Meet and strive to exceed customer support metrics such as quality of service, customer satisfaction, close rates, response times, and teamwork.
- Meet or exceed published customer support service level agreements.
- Proactively identify ways to avoid recurrence of customer issues by improving processes, reviewing technical articles and staying informed of product updates, and recommending improvements to the Support Manager

Required Skills & Experience:
- 5 years + experience in Microsoft Office 365 and preferably
- Dynamics 365 as well.
- Deep technology skills in following: Using internet browser developer toolbar to debug client-side issues, CSS and jQuery
- Preferred but not necessary: PowerShell, understanding of Group
- Policy deployment of browser extensions, Angular
- Must demonstrate excellent customer service and interpersonal skills
- Must employ refined communication skills (both spoken and written)
- Must have the ability to excel in a fast-paced work environment
- Must exhibit strong attention to detail with an ability to think creatively, analytically, and troubleshoot issues to resolution.
- Must have knowledge of IT systems and strong computer skills.
- Must have the ability to develop both a technical and working understanding of the client

System Requirements:
- At least 15mbps main internet and at least 10mbps for back-up
- A desktop or laptop that has an i5 processor and at least 4 GB RAM with a webcam
- Noise-canceling USB Headset
- Quiet, Dedicated Home Office
- Smartphone

Send your resumes to ---------- and use the position that you are applying for as the subject.