Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
Technology Technical Support Representative
TP
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, Connecticut, Florida, Idaho, Illinois, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin, Wyoming • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Responsible for finding innovative ways to respond to varying questions, issues, and concerns.
- Provide front line, first level, technical assistance for consumers.
- Supporting Client specific high speed internet services delivering an exceptional customer experience.
- Resolve technical problems, within a fast paced, customer facing environment.
- Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting.
- Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.
- Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
- Demonstrate advanced product knowledge and the ability to solve customer issues.
- Resolve customer issues on the first call as frequently as possible.
- Open and manage trouble ticket system for user issues, Data Network, OS issues.
- Be patient, courteous and friendly with customers at all times.
- Demonstrate a positive attitude.
- Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
- Adhere to all work schedule assignments.
- Abide by and support management directives and adhere to all TP policies.
Requirements
- High School Diploma or equivalent.
- Minimum of 6 months of customer service experience.
- Must be 18 years of age or older.
- Ability to type at least 25 words per minute.
- Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
- Customer service and/or sales experience preferred.
- College degree preferred but not required.
Benefits
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingissue resolutioninternet connectivityperformance troubleshootingoperating system configurationPC configurationbrowser configurationtrouble ticket managementdata network supportcustomer service
Soft skills
patiencecourtesyfriendlinesspositive attitudeproblem-solvingtime managementcommunicationcustomer experience focusadaptabilityteam collaboration
Certifications
High School Diplomaequivalent
