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Technical Support Representative / Help Desk

Job Description

A worldwide leader of dental and medical imaging systems seeking Technical Support Representativews / Help Desk to provide help desk support to their customers. Excellent career opportunity for up and coming IT professionals. All positions are contract to hire!

Essential Duties & Responsibilities:

  • Provide exceptional customer service and support by taking inbound calls and providing hardware support through trouble shooting techniques. 
  • Maintain and increase product knowledge on applicable products/applications via training, documentation and personal research.
  • Record every customer contact in the CRM.
  • Document issues and resolutions thoroughly in the CRM.
  • Build relationships with clients.
  • Follow proper procedures for processing RMA’s, defective products, etc
  • Escalate calls following the escalation guidelines as needed.
  • Notify supervisor on call escalations as needed.
  • Perform shift work as scheduled.
  • Perform proactive calls.
  • Perform any tasks as directed by his/her supervisor.
  • Maintain and increase quality and technical evaluation scoring.
  • Provide input for new products, features, product usability and supportability.
  • Submit proposed solutions to basic issues in knowledge base and internal/external documentation.
  • Perform level one troubleshooting on all current hardware supported.
  • Successful completion of TSR certification program within one year from date of hire.

Job Requirements

Technical Support Representative / Help Desk Required Knowledge, Skills and Abilities

  • Demonstrates skills in problem analysis, customer relations, organizational abilities, telephone etiquette, and effective working relationships with other service/support groups.
  • Demonstrates the ability to solve problems and to provide immediate solutions.
  • Excellent verbal and written communication skills and the ability to make decisions independently.
  • Proficient in Microsoft office programs.
  • Eighteen months experience in an inbound call center environment.  Demonstrates the ability to solve common problems and to provide immediate solutions.
  • Associate degree from a technical school or a minimum of eighteen months experience in a technical related field.
  • Two years experience testing electronics at the component level or two years experience repairing and maintaining medical or x-ray equipment or an electrical engineering degree.
  • Must be able to identify components on a motherboard
  • English/ French bilingual is a plus

Hours: 9 am – 6 pm, M-F


Job Snapshot

Contact Phone 770-732-8511
Post Date 8/18/2014
Location Atlanta, GA
Base Pay $30,000.00 - $40,000.00 /Year
Employment Type Full-Time
Job Type Information Technology, Customer Service, Professional Services
Education Not Specified
Experience Not Specified
Manages Others No
Industry Computer Hardware, Computer Software
Required Travel Not Specified
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