Customer Support Technical Representative Position Available In Fulton, Georgia
Tallo's Job Summary: Customer Support Technical Representative will provide exceptional service to customers, resolve issues promptly, utilize knowledge base articles, offer technical support through various channels, assess customer needs, document resolutions, collaborate with team members, escalate tickets when necessary, maintain professionalism, complete administrative tasks independently, and perform additional duties as assigned. Skills required include call center experience, strong communication, computer proficiency, multitasking abilities, and preferably a bachelor's degree in a related field. Entry-level position.
Job Description
Description Customer Service:
Provide exceptional service to internal and external customers by being courteous, polite, and friendly.
Issue Resolution:
Address customer issues immediately to determine support needs and resolution paths.
Knowledge Base Utilization:
Search Knowledge Base articles and Standard Operating Procedures for resolutions or escalate requests to higher support teams.
Technical Support:
Provide first-level technical support through email, telephone, ticketing system, and other channels.
Needs Assessment:
Guide customers in procedures for equipment requests, relocations, software installations, sign-on, or programming changes.
Documentation:
Fully document resolutions and actions taken in the ITSM ticketing system.
Team Collaboration:
Assist team members on support projects and departmental operations.
Escalation:
Consult with team lead on escalated tickets and follow-ups.
Teamwork:
Maintain excellent teamwork on all assigned and scheduled support projects.
Professionalism:
Be punctual and ready to perform duties and assignments, whether working in the office or remotely.
Administrative Tasks:
Complete timesheets, compliance training, and shift changes independently.
Additional Duties:
Perform other duties and special projects as assigned by tier members or Customer Support Leadership. Skills call center, computers/customer service, troubleshooting, customer service, customer service skills, customer inquiries Top Skills Details call center,computers/customer service,troubleshooting Additional Skills & Qualifications Must have
Skills:
- At least 1 year of customer service, highly prefer call center experience (about 20-30 calls a day)
- Strong verbal and written communication, Must be able to clearly communicate in English
- Comfortable navigating on a computer
- Proven ability to multi-task with customer intake process concurrently:
Calls, Remedy Tickets, and Chat Preferred:
- bachelors degree (especially, a degree in Computer Science, Information Technology, Computer/Data Systems Management)
- salesforce or servicenow experience (think ticketing and resolution experience) Experience Level Entry Level
