Technical Support Representative Position Available In Shelby, Tennessee

Technical Support Representative#25-02672
Memphis, TN
40% Remote
Job Description
: Technical Support Representative

JOB LOCATION

Memphis, TN (

Hybrid:

Remote 3 Days, Onsite 2 Days per week)

WAGE RANGE

•: $20-28/hr W2 Only

JOB NUMBER

35842184
REQUIRED

EXPERIENCE

At least one year of technical support of a large enterprise company
Or recent college graduate with technology degree/experience
Great communication/phone skills

HELP DESK

NETWORKING
PROBLEM SOLVING
MOBILE DEVICES
CALL

CENTER ENVIRONMENT

JOB

DESCRIPTION

Summary:

With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.

Job Duties:

Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
Utilizes knowledge management tools to help resolve client issues. Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. Assists customers in performing basic software installations. Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. Escalates trends and outages as needed to leadership and for Service News postings. Manages time in customer contact center setting and documents time via activity codes. Utilizes required activity codes to provide awareness of non-phone related activities.

Skills:

Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products Available to work non-standard shifts including nights, weekends and some holidays Very strong written and oral communication skills Strong analytical and problem solving skills Maintaining a professional demeanor at all times as they will be handling calls from various levels of RJ employees Nice to Have but

Not Required:

Experience with financial services applications

Keywords:

Education:

Minimum of a

High School Diploma/GED Required Skills and Experience:

Additional Nice to

Have Skills:

FINANCIAL SERVICES

KNOWLEDGE

MANAGEMENT

TECHNICAL SUPPORT
DATABASE

Minimum Degree Required:

Completed High School (Diploma or GED)