About the Role
Technical Support Representative
Job Category: Customer Service
Requisition Number: TECHN001787
Full-Time
Locations
Remote
TN 37215, USA
Job Details
Description
JOB TITLE: Technical Support Representative
FLSA STATUS: Non-Exempt
DEPARTMENT: Public Sector
REPORTS TO: Support Manager
SUPERVISORY RESPONSIBILITIES: No
JOB LOCATION: Remote
TRAVEL: No
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Answers the Helpdesk phone line and email inbox to assist users with software support requests.
- Effectively communicates with the customers and third parties daily to resolve issues in a timely manner.
- Tracks all activity related to each issue and documents progress daily.
- Follows proper escalation procedure to engage secondary support when necessary.
- Works toward continually gaining extensive knowledge of supported products.
- Occasional training of end-users on filing process.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- Ability to work afternoon/evening shift: 12pm-9pm
- High school diploma/some college coursework
- 2+ years of real helpdesk experience
- Experience in the legal field is a plus
- Good oral and written communication abilities
- Interpret support requests and quickly identify the resolution
- Strong Windows background and experience
- Excellent analytical and problem-solving skills
- Strong ability to operate in a close team environment
- Strong typing skills: 60+ wpm
- Experience working remotely in a technical role
Qualifications
Education
Required
High School or better.
Experience
Required
2 years:
Helpdesk