Custumer Service Representative/Technical Support Representative

Essential Duties and Responsibilities

The essential duties and responsibilities can include the following. However, other duties may be assigned.

• Communicate with customers via email, phone, and/or chat
• Gather customer information and determine the issue by analyzing the symptoms
• Troubleshoot and resolve customers technical issues
• Maintain detailed and accurate documentation for all cases
• Follow-up with the customer on any open issues
• Escalate advanced help requests as needed
• Communicate technical information to non-technical customers in a coherent and polite way
• Complete required training to stay current with system updates and changes

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Capacity – Demonstrates depth of knowledge and skill in a technical area. Effectively applies technical knowledge to so...