Technical Phone Support

Position Summary

Provide technical support to customers encountering problems with any of our product lines: DateCodeGenie, RightBytes and Task Manager.

Essential Duties and Responsibilities

The core tasks this role is responsible for performing on a regular basis.

•      Provide interactive technical support using phone, email, Microsoft Teams or TeamViewer for customers experiencing problems with Android tablets, thermal printers, and mobile applications

•      Typical support tasks include resolving username and password problems, remote access, uninstalling/reinstalling applications, connecting to Wi-Fi, verify hardware and software configurations, power cycling and assisting customers with app and portal

•      Support customer product training for cloud-based software and application

•      Assist internal and external customers in troubleshooting and resolving problems quickly

•      Communicate technical issues clearly to customers of varying ages and technical skill levels

•      Document calls and troubleshooting steps concisely to maintain a clear historical record

•      Help develop knowledge base articles to assist customers in navigating our products.

•      Other duties and responsibilities as assigned

Qualifications / Skills / Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

NCCO will train the right candidate to excel at this opportunity.

•      This position requires a minimum of a 2-year college degree or commensurate experience

•      Minimum of one-year call center support assisting with technical support

•      Bilingual (not required, but highly desirable) – English and Spanish

•      Intermediate proficiency in Microsoft Office applications (e.g., Outlook, Word, Excel)

Critical Skills

The knowledge, technical abilities, and competencies most essential to success in this role — what separates a great performer from an adequate one.

•      Performance under pressure

•      Excellent interpersonal skills and strong phone etiquette

•      Excellent verbal and written communication skills

•      Inquisitive attitude toward resolving customer and product issues

•      Ability to multitask between customer calls and logging of case notes

•      Experience using CRM and ERP systems, including Salesforce, Syspro, and other proprietary software.

•      Professional, flexible, and positive team player that is self-directed and self-motivated

•      Ability to effectively perform role using decision-making skills and all available resources

•      Outstanding relationship-building skills coupled with a high degree of responsiveness and integrity

What Success Looks Like

Successful agents in this role must:

•      Adapt to fluctuating daily demands, whether it’s working through high ticket volume or more urgent issues.

•      Demonstrate the ability to independently prioritize ticket handling without constant direction from the Tech Support Manager.