Technical Support Phone Agent
Advocate Aurora Health
Customer Technical Support Agent – L1
STCR
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $23 per hour
Job Level
Mid-LevelSenior
About the role
- Efficiently manage and prioritize incoming support tickets.
- Troubleshoot and resolve technical issues related to company products and services.
- Provide accurate and timely responses to customer inquiries.
- Escalate complex issues to the appropriate internal teams when necessary.
- Deliver immediate assistance for emergency situations.
- Handle inbound customer calls and provide clear, concise explanations of technical concepts.
- Foster strong customer relationships through effective communication and problem-solving.
- Demonstrate empathy and sensitivity by actively listening to customer concerns and asking relevant questions.
- Follow up to ensure all customer issues are fully resolved and satisfaction is achieved.
- Contribute to and maintain an up-to-date knowledge base of troubleshooting procedures and solutions.
- Stay informed about product updates, features, and best practices.
- Participate in regular training sessions to maintain expertise in company products and services.
- Accurately document issues and resolutions using Salesforce or other CRM tools.
Requirements
- Post-secondary education in networking, computer science, or a related field is an asset; a high school diploma is required.
- 3-5 years of previous experience in a technical support/call center environment.
- Familiarity with support ticketing systems such as Salesforce is a plus.
- Proficiency in Microsoft Office (Word, Excel, Outlook, etc.).
- Strong technical aptitude and troubleshooting abilities.
- Excellent communication skills, with the ability to remain patient and calm under pressure.
- Ability to work both independently and collaboratively within a team environment.
- Strong attention to detail and time management skills.
- Proficiency in English and Spanish (written and spoken) required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporttroubleshootingcustomer servicesupport ticketing systemsMicrosoft OfficeCRM toolsproblem-solvingtechnical aptitudebilingual communication
Soft skills
communicationempathyactive listeningtime managementattention to detailpatiencecollaborationindependence
