Customer Service Technical Support Job Description
Customer service technical support
provides first level server support for Dell hardware and operating systems (Red Hat Linux and Windows Server).
Customer Service Technical Support Duties & Responsibilities
To write an effective customer service technical support job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service technical support job description templates that you can modify and use.
Sample responsibilities for this position include:
Analyze reports and data to improve the customer experience from a support and customer services perspective
Handle new customer calls and provide product information including pricing, features and benefits
Educates customer on device features
Develop and coach support and customer service associates to deliver an exceptional customer experience and achieve high performance metrics
Identify knowledge gaps with products, support processes, customer engagement, and call and ticket management
Identify growth opportunities and strategies to enhance the customer experience and provide value
Customer care and conflict resolution on escalations
Responsible for recommending promotions, terminations and salary adjustments for support associates
Track key support metrics individual service reps metrics and performance and identify growth opportunities
Identify and implement new tools, systems, processes, and metrics to implement for continual improvement of the support team and customer service experience
Customer Service Technical Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Technical Support
List any licenses or certifications required by the position: CDL, LEAN, MCP
Education for Customer Service Technical Support
Typically a job would require a certain level of education.
Employers hiring for the customer service technical support job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Technical, Communication, Networking, Associates, General Education, Engineering, Computer Science, Business, Education, Graduate
Skills for Customer Service Technical Support
Desired skills for customer service technical support include:
Operating Systems and general program installation experience: Windows
Our industry and our customer base
So that you understand our customers’ needs
Our products and new releases
Common Operating Systems
Network Connectivity
TCPIP
Windows Server OS
Services
Features
Desired experience for customer service technical support includes:
Build, manage and enhance customer and partner relationships through great support and communications
At least 2 years of digital/online, contact center or retail customer experience
3 years of call center or retail management experience
1 year of Saas Support experience
Six Sigma, LEAN or other process management certification
3 years managing digital operations (technical support, chat, social media)
Customer Service Technical Support Examples
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Customer Service Technical Support Job Description
Job Description Example
Our innovative and growing company is hiring for a customer service technical support. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service technical support
- Call handling and resolution of all customer enquiries on a first time basis
- Effective diagnosis of technical problems and liaison with internal/external departments
- Utilising knowledge and expertise to determine whether an engineer visit is required to resolve technical issues
- Entry of data onto the Company systems relating to all daily functions
- Carrying out any reasonable task as requested by the appropriate authority
- Make sure the correct symptom codes are used
- Demonstrates knowledge of Bluetooth – create the pairing with PC, connect headset, car kit
- Ability to move Media from PC to Phone – using Bluetooth, data cable or memory card
- Ability to answer questions about specs of any phone that has been released
- Verifies software and hardware version of each Android phone model
Qualifications for customer service technical support
- Preferred 2-5 years of experience in efficiently resolving customer interactions
- Be flexible to schedule changes or additional coverage, particularly during peak periods
- Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is importa
- Remote US location
- Academic qualification in Information Technology, Computing or related field
- Fluency in Korean language is a must as this role will be supporting the Korean market
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Customer Service Technical Support Job Description
Job Description Example
Our innovative and growing company is looking for a customer service technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service technical support
- Will maintain a detailed list of approved, non-published special engineered features and options for the Hobart/Traulsen/Baxter/Vulcan/Somat products to include pricing and descriptions to be used in generating quotations and to assist Customer Care in reconciling pricing on orders
- Must develop a working knowledge of the CRM Project Management System to be able to populate the database which is used by Sales, Product Lines and Consultant Services and become proficient in the use of the SharePoint document management system
- Handles any connectivity issues related to the correct model for the phone
- Demonstrates knowledge on how to check software version, and how to update as well
- Knows how to verify necessary steps to connect the phone to the computer
- Knows the basic hardware of the Smartphone – basic usage
- Knows how to set up a repair for any Motorola Android phone
- Provides detailed notes over any product issue and escalation
- Applies basic troubleshooting steps according to related issue
- Uses the website, MotoCare Dashboard along with other tools as the knowledge-based reference
Qualifications for customer service technical support
- Industry certification for the relevant IT skills and systems platform will be an advantage
- Good use of MS Office
- One year experience in a customer facing environment
- Effectively handle high call volumes and e-mail volumes
- Meet aggressive deadlines
- Open to and able to adjust to frequent change
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Customer Service Technical Support Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer service technical support. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service technical support
- Line-manage all members of the support team, to develop their skills both individually and as a team so that they can provide the best service to Cruise Customers
- Communicate effectively acting as a key liaison with customers, team members, Consulting and Sales
- Schedule the 24/7 support coverage for EMEA region
- Observe case handling and ensure that service level agreements are being adhered to
- Be the expert in MOS and for GCCA, maintain the systems
- Some occasional traveling may be required
- Will have direct reports across Europe
- In depth IT knowledge required
- Operational Cruise Ship experience is an advantage
- Coordinate, carry out, and check the engineering of contracts to meet customers’ requirements for orders to be assembled in Houston or China, referring to design authority where necessary
Qualifications for customer service technical support
- Maintain composure, professionalism and positive attitude, as exhibited through word choice, voice modulation, tone, empathy and establish appropriate rapport with customers
- Patience and ability to defuse the customer and take control of the call customers
- Flexibility in scheduling and assignments
- Ability to follow Company's core values and demonstrate a high standard of conduct
- Must be trustworthy with a strong work ethic
- Working knowledge of MS Office Applications and e-mail applications
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Customer Service Technical Support Job Description
Job Description Example
Our company is searching for experienced candidates for the position of customer service technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service technical support
- Process various incoming customer requests that are received by phone and email for updating the client’s cash management product set up
- Problem management with focus on wide scale technical issues
- Reviewing applications against an SOP, applying rules and policies learned during training
- Making recommendations for escalated review
- Ensuring application tracking system remains up to date and organized
- Good Technical Support and Ability to Learn Our Product
- Strong communication skills Technical knowledge and troubleshooting skills
- Ability to multi-task and resolve service issues
- Confident and able to work in a fast paced environment
- Flexible to work schedules that include evenings, weekends and holidays
Qualifications for customer service technical support
- Accurately type a minimum of 35 words per minute
- Familiarity with operating systems, navigation, networking and connectivity
- Certification in course in computers
- Preference will be given to individuals with retail or contact center
- Associates degree in a related field preferred, or equivalent work experience
- Minimum of 12 months of customer service experience with a strong emphasis on technical product knowledge is preferred
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Customer Service Technical Support Job Description
Job Description Example
Our company is looking for a customer service technical support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service technical support
- Off phone duties include monitoring the ticket queue and making required callbacks to assigned customer cases
- Advanced troubleshooting projects will be available for qualified and motivated candidates
- VOIP (voice over IP) experience
- Manage daily activities and order management issues to successful resolution while partnering with the sales team
- Manage quality issues for returns with assigned authority level
- Assist with customer payment deductions within assigned authority level and supporting collections efforts
- Establish and maintain close relationships between Manufacturing, Engineering, Sales and the customer
- Exercise immediate judgement using established procedures when interacting with the customer
- Interim and back-up management of other CSR accounts as needed
- Successfully manage incoming customer inquiries from multiple sources including email, web, and phone to full resolution
Qualifications for customer service technical support
- Ability to diagnose and troubleshoot Televisions and Home Appliances
- Degree (or technical equivalent) is required
- Must have 3-5 years minimum technical experience preferably in a support environment
- Hospitality Product Support a distinct advantage
- Ability to learn, diagnose and relay technical information to a diverse customer base
- Computer and computer navigation skills required