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Helpdesk Support Technician

Location: San Antonio, TX

Post Date: 01/17/2019

Summary:

The job functions of a Training & Technical Support Specialist primarily consist of expanding and retaining our customer base while building and strengthening our services and product platforms. Our Technical Support Department is a combination of outbound calls for product training appointments and an inbound technical support call center. As a TSS, your success will be driven by the depth of your passion to guarantee our customers are well supported and delighted with your service.

Essential Duties and Responsibilities:

  • As a primary contact, create and foster robust client relationships by understanding client’s business needs so that Client’s service and product platforms are fully realized.

  • Ability to remove barriers and provide resolution by assisting and navigating through various areas of trouble-shooting.

  • Respond to internal IM’s, emails and engage in live-chat with the Client community for reference and other trouble-shooting initiatives.

  • Retain product update training and ability to communicate that knowledge to the Client customers;

  • Provide a combination of telephone and remote desktop support;

  • Ensure clients are fully engaged and aligned with Client’s services and product platforms to guarantee product utilization.

  • Perform follow-up outbound calls when first call resolution was not attained

  • Detailed call documentation on customer interaction and other information as required

  • Able to provide a high level of customer satisfaction by providing precise and timely response to inquiries.

  • Be a positive and vibrant team player as it relates to identifying gaps and resolutions to issues affecting client deliverables, services and products.

  • Support and drive a culture of trust and open dialogue.

Skills:

We are looking for those who have a true commitment to value and who can differentiate themselves by providing extraordinary customer service and who will strive to understand and leverage on our customer’s touch points.

  • Professionally minded, awesome phone etiquette;
    Effective troubleshooting skills on web-based products;

  • Ability to “wow” our customers with strong base knowledge and extraordinary degree of customer interface;

  • Strong listening, communication and interpersonal skills;

  • Ability to remain tactful and professional with the ability to listen and respond with empathy when dealing with difficult call situations;

  • Ability to multi-task while communicating with customers;
    Results oriented.

Basic Qualifications:

  • High School Diploma or GED.

Preferred Experience or Skill Set:

  • Previous technical support, training support or customer service skills/experience;

  • Basic computer skills (keyboarding skills, file management) switching between applications and email;

  • Ability to use logic and reasoning to analyze information and evaluate results to choose the best solution and solve problems.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


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