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Technical Customer Support Representative

iTech Solutions, Inc Philadelphia Contractor
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Technical Customer Support Representative

Responsibilities
  • Works with Client customers via the telephone to answer questions and resolve any technical issues with Client external facing website products or services.
  • Assist with Login issues and helping customers retrieve their User IDs and reset their Passwords while ensuring to follow set security standards.
  • Maintains a high level of customer focus in all interactions.
  • Attempts to resolve issues at first level within specified timeframe.
  • Diagnoses customers' technical issues and provides creative solutions and alternatives that meet business needs.
  • Provides "just-in-time” training to the customer over the phone as needed.
  • Escalates unresolved issues and service requests to the appropriate technical support group identified in Customer Support Center scripting.
  • Maintains documentation on incoming calls via ticket tracking system including steps and actions taken to resolve customer issues.
  • Identifies opportunities for process improvement and problem elimination.
  • Continually focuses on learning new technologies to support rapidly changing and expanding environment.
  • Establishes and follows through on individual development plans that enhance team and personal effectiveness.

Qualifications
  • 1+ years customer service experience, preferably in a call center environment.
  • Aptitude for, and interest in, learning new technologies.
  • Understands customers' issue and demonstrates real concern.
  • Responds quickly and resolves problems related to technology usage.
  • Communicates clearly.
  • Establishes credibility quickly by following up and taking initiative.
  • Probes and uncovers customers' underlying issues.
  • Defines problems quickly and resolves majority of issues within specified timeframe.
  • Can deliver "just-in-time” training over the phone.
  • Actively shares knowledge and offers assistance to team members.
  • Identifies and takes initiative to implement improvement opportunities.
  • Possesses insatiable appetite for learning, continuously pursues new learning that add value to the team's knowledge base

For more information please contact Jeff Wright at Phone number blocked - click to apply ext 241 or Email blocked - click to apply

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing  and Government sectors with local offices in Connecticut, Minnesota, Colorado,  Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area. 

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.   So at iTech Solutions,  our personnel are all career IT professionals with a wide range of IT experience.  We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.  


Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.
 

Skills required

Leading
Phone Support
Staffing
Networking
Recruitment
Nice (Unix Utility)
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Job ID: 19-01274

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IT Professionals Delivering IT Experts

As a premier national IT staffing and services company, iTech prides itself on having long experience on both sides of the IT services industry. The iTech team is made up of enthusiastic technology practitioners and dedicated IT recruiters.

iTech is a company built on the philosophy that honesty matters, experience counts and partnerships bring mutual success.

A privately owned company, the principals of iTech are involved in the day-to-day happenings — which means clients are guaranteed consistent management and no unpleasant surprises. This level of involvement also proves that iTech cares about each and every interaction with each and every client.

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