Technical Solutions Rep I

Acquires job skills and becomes familiar with company policies and procedures to complete routing assignments/tasks. Basic understanding of the general/technical aspects of the job. Works on assignments that are routine in nature where limited judgment and/or minimal problem resolution is required. Allocates own time efficiently as detailed by supervisor. Normally receives detailed instructions on all work.

Responsibilities:

  • Working from a standard protocol, utilizing a documented process to respond to customer issues.
  • Successfully resolve simple technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
  • Working remotely via telephone, email, e-chat, etc. to respond to first level technical issues.
  • Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty).
  • Work is regularly reviewed by Supervisor or Team Lead.

Education and Experience Required:

  • High school education or equivalent. Up to 6 months of prior general experience, or equivalent college level Education, required.

Knowledge and Skills:

  • Articulate in standard written and verbal communication skills.
  • Demonstrated basic experience in customer facing role either remote or face to face.
  • Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming).
  • Demonstrated knowledge of problem solving skills.
  • Accuracy in data entry.
  • Excellent fluency in language to be supported. (English, Spanish, French,.
  • Demonstrated basic experience in a phone based remote role.
  • Familiarity with computer technology.

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