Technical Support 1

Our Call Center is looking for individuals to support our Qu customers in their technical needs, questions and issues. Help Desk Support Technicians receives, records, and reconciles customer/end user technical questions on use and implementation of computer products in a timely and professional manner.

Responsibilities

• Provide first level problem solving for Point of Sale hardware and software, including, but not limited to, operational and technical problems.
• Utilize service management systems gathering and maintaining service incident data.
• Contribute to the knowledge management system.
• Ability to work a variety of shifts, including weekends and holidays, perform to defined standards, carry out special work assignments, and meet all conditions of employment.
• Work in a team environment participating as a team member, focusing on continuous improvement and total customer satisfaction.
• Perform customer service administrative task as assigned and understand customer database and processing customer part request
• Must display genuine concern and ownership for customers’ situations.
• Exercise sound judgment and analytical skills in determining a resolution to problems.
• Provide and obtain general information which is technical in nature.
• Responsible for communicating with customers effectively & efficiently.
• Responsible for documenting all information in CRM or applicable tool of requests made by customers for tracking purposes.
• Seek out and/or accept ongoing learning opportunities.
• Adapt to changing technologies, solutions, and duties at any time.
• Performs any work-related duties or special projects as assigned by management.

Qualifications

• A minimum of one-year Technical support experience in a technical account
• Problem solving, communication skills, typing, and basic Windows computer
• knowledge is required.
• Strong interpersonal skills.
• Ability to multitask.
• Ability to collaborate with coworkers of all levels.
• Proficient with Windows Operating System and spreadsheets (Google Sheets/Excel)
• High attention to detail.
• Must be able handle working under time-constraints to meet deadlines.
• Detail oriented, organized with desire to make a major impact to a rapidly
• changing industry.
• Ability to work independently under tight deadlines.
• Ability to maintain composure under stress or with emotional clients.

Screening Criteria

• MUST HAVE STABLE EMPLOYMENT HISTORY.
• 1 or more years of Tech Support or L1-L2 Helpdesk or something similar in a technical account