Technical Support Representative

This is a remote position.

• Determines eligibility by comparing client information to requirements
  

• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
  

• Utilize active listening and empathy skills
  

• Strive to meet or exceed call center metrics and service levels
  

• Schedule and engage in follow-up calls with clients regarding on-going technical issues
  

• Resolve technical escalations from the Product Support phone and chat team
  

• Troubleshoot issues which may occur during database updates, new software installations, and server migrations
  

• Track and monitor all client interactions using Salesforce CRM system
  

• Coordinate with peers to provide proper coverage for all appointments 
  

Requirements

Requirements

• 1-2 years of experience in a customer service/support role is required
  

• 1-2 years of computer application-based technical support experience or IT experience is required
  

Qualification

• Previous call center experience is required
  

• Excellent verbal and written communication skills are required with emphasis on phone etiquette
  

• Works hard with little supervision
  

• Detailed-oriented with exceptional documentation skills
  

• Working knowledge of Microsoft Windows administration tools
  

• Basic understanding of Microsoft SQL Server
  

• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
  

• Apple iPad & Parallels knowledge is a plus
  

• Familiarity with HIPAA regulation is preferred