Job Description
QuickBooks Hosting – Technical Support Representative
Remote
Full Time
Entry Level
Right Networks offers the onlyintelligent cloud purpose-built for accounting firmsand professionals. Backed by award-winning around-the-clock US-based support, ourfullymanaged IT and applicationsensure customers have secure, reliable, on-demand access to their technology. We provide acurated software ecosystemthatsimplifies the complexity of running an accounting firm or small business, supportedby acommunityof thought leaders, peer networks, and educational resources. Oursuccess is made possible by leveraging decades of specialized experience in leadingaccounting firms and technology companies. More than 10,000 accounting firms and60,000 SMBs count on us to run their business every day.
We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.
Job Overview
As part of the QuickBooks Hosting Technical Support Team, the primary responsibility of the Technical Support Representative is to understand, troubleshoot, and resolve customer issues via the phone. Customer inquiries should be handled in a timely manner or escalated to the appropriate team if necessary. This is a position with growth potential at a company that promotes from within.
This is a remote work position.
Responsibilities
- Efficiently answer and troubleshoot inbound customer calls in a high-volume call center environment for up to 8 hours.
- Accurate documentation of calls utilizing our ticketing system.
- Strive for first call resolution, while providing any additional information to the customer to prevent call backs.
- Leverage the internal knowledge base to find information needed.
- Monitoring your open cases, along with following up with the appropriate team and/or customer to resolve within our defined service level agreements.
- Meet or exceed management expectations for productivity and professionalism as measured by customer surveys, call monitoring, and phone metrics.
- Participate in any additional departmental projects or tasks as assigned to you.
Requirements
- Ability to communicate clearly, confidently, friendly, and professionally with our customers in a high-volume call center environment.
- Ability to handle technical support calls over the phone for up to 8 hours.
- 2+ years of experience in customer service.
- 1+ years of experience in a technical support role.
- Strong troubleshooting abilities.
- Ability to multitask.
- Experience supporting Microsoft Remote Desktop Services (RDS).
- Experience supporting Microsoft Active Directory.
- Understanding of cloud computing and SaaS business models.
- Exposure to QuickBooks Desktop is helpful.
- Knowledge of Local Networking preferred.
- Previous call center experience preferred.