Vets Hired
Technical Support Representative (Level II)
Vets Hired, San Diego, California, United States, 92189
About the job Technical Support Representative (Level II)
We are looking for a highly motivated team player to join our outstanding customer service team! As a
Technical Support Representative II , you will provide top-tier technical support to both customers and distributors, manage case logs and resolutions, and maintain an exceptional level of customer service.Primary FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environmentCreate and document case historyManage case logs and resolutionsCreate Knowledge Base Articles based on case resolutionsFollow up to ensure resolution and customer satisfactionBasic Knowledge of tracking and third-party devicesManaging calls in queueDevelop in depth knowledge of tracking and product expert on third-party devicesWork EnvironmentThis job operates in various environments such as customer locations, homes and offices. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. The employee must frequently lift and/or move items over 50 pounds and on occasion 150 pounds (two-person lift).Requirements:
Required Education, Experience & Skills
Technical or Computer related degree or equivalent experience and2 + years providing technical support (phone, email, and/or on-site)Extensive knowledge of Win XP, Win 7, MS Office; Mac OSX a plusAbility to build, configure, troubleshoot, and repair PCsAbility to troubleshoot, diagnose, and resolve product and service issues in a timely and efficient mannerIntermediate knowledge of networking hardware and configurationStrong customer service and support skillsStrong telephone skillsMust be patient, self-motivated, detail oriented, and disciplined in time managementWilling to perform multiple duties and tasks, and assist Technical Director with various assignmentsDiagnose, troubleshoot, and resolve issues over the phone in a fast-paced environmentCreate and document case historyManage case logs and resolutionsCreate Knowledge Base Articles based on case resolutionsFollow up to ensure resolution and customer satisfactionPreferred Education, Experience & Skills
Knowledge and use of ZendeskKnowledge and use of SalesforceUnderstanding of Sports (particularly golf) terminology
We are looking for a highly motivated team player to join our outstanding customer service team! As a
Technical Support Representative II , you will provide top-tier technical support to both customers and distributors, manage case logs and resolutions, and maintain an exceptional level of customer service.Primary FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Diagnose, troubleshoot, and resolve issues over the phone in a fast-paced environmentCreate and document case historyManage case logs and resolutionsCreate Knowledge Base Articles based on case resolutionsFollow up to ensure resolution and customer satisfactionBasic Knowledge of tracking and third-party devicesManaging calls in queueDevelop in depth knowledge of tracking and product expert on third-party devicesWork EnvironmentThis job operates in various environments such as customer locations, homes and offices. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. The employee must frequently lift and/or move items over 50 pounds and on occasion 150 pounds (two-person lift).Requirements:
Required Education, Experience & Skills
Technical or Computer related degree or equivalent experience and2 + years providing technical support (phone, email, and/or on-site)Extensive knowledge of Win XP, Win 7, MS Office; Mac OSX a plusAbility to build, configure, troubleshoot, and repair PCsAbility to troubleshoot, diagnose, and resolve product and service issues in a timely and efficient mannerIntermediate knowledge of networking hardware and configurationStrong customer service and support skillsStrong telephone skillsMust be patient, self-motivated, detail oriented, and disciplined in time managementWilling to perform multiple duties and tasks, and assist Technical Director with various assignmentsDiagnose, troubleshoot, and resolve issues over the phone in a fast-paced environmentCreate and document case historyManage case logs and resolutionsCreate Knowledge Base Articles based on case resolutionsFollow up to ensure resolution and customer satisfactionPreferred Education, Experience & Skills
Knowledge and use of ZendeskKnowledge and use of SalesforceUnderstanding of Sports (particularly golf) terminology