Technical Support Representative - The Computer Merchant, Ltd
Memphis, TN 38103
About the Job
JOB TITLE: Technical Support Representative
JOB LOCATION: Southfield, MI or Memphis, TN (Hybrid: Remote 3 Days, Onsite 2 Days per week)
WAGE RANGE*: $20-24/hr W2 Only
JOB NUMBER: 33062045
REQUIRED EXPERIENCE:
JOB DESCRIPTION
Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.
Job Duties: Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
Utilizes knowledge management tools to help resolve client issues. Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. Assists customers in performing basic software installations. Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. Escalates trends and outages as needed to leadership and for Service News postings. Manages time in customer contact center setting and documents time via activity codes. Utilizes required activity codes to provide awareness of non-phone related activities.
Skills: Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products Available to work non-standard shifts including nights, weekends and some holidays Very strong written and oral communication skills Strong analytical and problem solving skills Maintaining a professional demeanor at all times as they will be handling calls from various levels of RJ employees Nice to Have but Not Required: Experience with financial services applications
Keywords:
Education: Minimum of a High School Diploma/GED Required Skills and Experience:
Additional Nice to Have Skills:
FINANCIAL SERVICES
KNOWLEDGE MANAGEMENT
TECHNICAL SUPPORT
DATABASE
Minimum Degree Required: Completed High School (Diploma or GED)
Equal Opportunity Employer Veterans/Disabled
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
JOB LOCATION: Southfield, MI or Memphis, TN (Hybrid: Remote 3 Days, Onsite 2 Days per week)
WAGE RANGE*: $20-24/hr W2 Only
JOB NUMBER: 33062045
REQUIRED EXPERIENCE:
- At least one year of technical support of a large enterprise company
- Or recent college graduate with technology degree/experience
- Great communication/phone skills
- HELP DESK
- NETWORKING
- PROBLEM SOLVING
- MOBILE DEVICES
- CALL CENTER ENVIRONMENT
JOB DESCRIPTION
Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.
Job Duties: Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
Utilizes knowledge management tools to help resolve client issues. Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. Assists customers in performing basic software installations. Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. Escalates trends and outages as needed to leadership and for Service News postings. Manages time in customer contact center setting and documents time via activity codes. Utilizes required activity codes to provide awareness of non-phone related activities.
Skills: Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products Available to work non-standard shifts including nights, weekends and some holidays Very strong written and oral communication skills Strong analytical and problem solving skills Maintaining a professional demeanor at all times as they will be handling calls from various levels of RJ employees Nice to Have but Not Required: Experience with financial services applications
Keywords:
Education: Minimum of a High School Diploma/GED Required Skills and Experience:
Additional Nice to Have Skills:
FINANCIAL SERVICES
KNOWLEDGE MANAGEMENT
TECHNICAL SUPPORT
DATABASE
Minimum Degree Required: Completed High School (Diploma or GED)
Equal Opportunity Employer Veterans/Disabled
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.
Source : The Computer Merchant, Ltd