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Technical Support Representative
2 weeks ago
Position Overview:
The core mission of the Technical Support Representatives is to provide timely, correct, and
Principal Duties and Responsibilities:
- Provide technical support to customers on operational or maintenance aspects of system equipment by:
- Diagnose hardware and software failures by evaluating and analyzing symptoms provided using established procedures.
- Help identify and initiate corrective action by determining the most costeffective repair/resolution to minimize customer downtime.
- Redirect/escalate issues to appropriate resources for highprofile customer issues.
- Develop and maintain positive customer relations by coordinating with various functions within the company to ensure customer requests are handled promptly.
- Follow up and make scheduled call backs to customers as necessary.
- Update the team's knowledge base when necessary.
- Attend client and Payreto meetings and trainings.
- Support and respond to customers in a wide variety of queries (basic to advanced).
- Ensure that there is a thorough understanding of customer queries and issues.
- Adhere to agreed processes, meeting required work standards, targets and objectives.
- Completely and accurately write review notes.
- Must be amenable to render overtime based on business needs.
- Assist in adhoc work assigned by immediate supervisor.
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