Technical Support Representative
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Technical Support Representative
Title:Technical Support Representative
We are currently hiring for a Customer Service/Help Desk Representative at our advanced manufacturing facility in Marlboro, MA!
This is a full time, Direct Hire position on 1st shift!
The Customer Support Rep. responsibilities will include telephone support of our custom Windows application, Windows operating systems, e-mail, dialup access and network support for customers and field employees. PC configuration and internal IT support will also be required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Answer all customer inquiries concerning operation and configuration of our product line.
- Trouble-shooting network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.
- Log every interaction into the CRM system.
- Call escalation to field teams for critical issues.
- Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
- Research technical and software issues to identify trends for early detection and repair.
- Perform data migration on customer computers.
- Extensive knowledge and practical experience of operating systems including Windows 98/NT/2000/XP/Vista/7 essential.
- PC hardware and configuration skills essential.
- Intermediate networking knowledge required.
- Previous experience working in a customer care environment.
- Excellent problem solving, telephone and communication skills.
- Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve inquiries independently.
- Good customer and vendor relationship skills
- Ability to rapidly adapt to new technologies and assess their potential impact and usefulness in diverse areas within the company.
- Ability to work flexibly with the team to ensure timely delivery of service.
- An ability to work within tight deadlines and manage time effectively.
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