Technical Customer Service Job Description

Technical Customer Service Job Description

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Technical customer service provides technical support to systems running different operation systems such as Linux, Windows and Mainframe.

Technical Customer Service Duties & Responsibilities

To write an effective technical customer service job description, begin by listing detailed duties, responsibilities and expectations. We have included technical customer service job description templates that you can modify and use.

Sample responsibilities for this position include:

Maintain schedules and ensure proper department coverage at all times
Hold regular meetings with direct reports to discuss processes and problems Monitor all SWOs to ensure KPIs are met
Monitor all SWOs daily for repeat or other repairs needing escalations
Ensure all SWOs are properly executed from the sectional perspective – correct poor practices
Supervise, organize and execute repairs and delegate work to other technicians within the In-House Repair area
Additionally, oversee repair quality, productivity, and internal and external customer expectations
Conduct repairs and provide technical support on Microscopes and Accessories and provide integration and assembly support of microscope systems as required
Additionally, provide service and repairs on microscopes and engages in electronic troubleshooting techniques, including interpretation of schematic drawings and technical manuals for all stakeholders Monitor sectional skills and training needs
Log common or unusual problems for reporting to your Manager
Prepare and maintain presentation slides keeping current sectional problems and issues available for inclusion in overall Customer Service presentations

Technical Customer Service Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Technical Customer Service

List any licenses or certifications required by the position: ITIL, CTIA, AWS, AAADM, SQL, MS, MCSE, MCSA, MCP, CCNA

Education for Technical Customer Service

Typically a job would require a certain level of education.

Employers hiring for the technical customer service job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Technical, Business, Finance, Accounting, Engineering, Associates, Science, Computer Science, Education, Chemistry

Skills for Technical Customer Service

Desired skills for technical customer service include:

Equipment functionality
Teradata
Order processing and marketing policies and procedures
Security concepts
Disk array architecture
Linux
Mainframe operating systems
DNS
Each clients products and services
Windows

Desired experience for technical customer service includes:

Associates degree minimum (Bachelors preferred) or equivalent experience in an IT related field
Minimum of 1 year hands-on experience supporting a multi-platform application
Familiarity with relational databases such as Oracle and SQL Server
Strong online community/forum experience
Experience deploying and troubleshooting installation & licensing products in a TCP/IP networking environment
Desirable (but not required)

Technical Customer Service Examples

1

Technical Customer Service Job Description

Job Description Example
Our company is looking for a technical customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical customer service
  • Guide CSRs on complex and escalated inquires, ensuring that all issues are handled professionally
  • Assist all sectional personnel as required in troubleshooting and documentation efforts
  • Maintain excellent communications with Upper Management Provide telephone support to the extent required by available manpower
  • Assist with and monitor Tech Support central e-mail account
  • Administer or ensure correct administration of international quotes and sales orders
  • Create and conduct local training courses for Support Reps
  • Maintain relationships with our Existing Service Dealers
  • Help monitor and improve services provided to our customers through Service Dealers
  • Recruit and authorize new Service Dealers in the United States
  • To ensure all work is carried out in compliance with the company's export control procedures
Qualifications for technical customer service
  • Minimum of one to two years of experience with broadband product (voice, video and/or data) technical support
  • APAC responsibility
  • Associate’s degree in electrical or communications engineering preferred
  • Active Secret Clearance is highly desired
  • This position also requires strong computer skills using Microsoft Operating System, Office products MAC OS X
  • Willingness to travel occasionally if required
2

Technical Customer Service Job Description

Job Description Example
Our company is looking to fill the role of technical customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical customer service
  • Needs to work remotely and provide support over phone to resolve customer issues
  • Needs to work in flexible shifts to support 24/7 model (“Any 40 hours” in a week) as the need of the business (decided by NA team’s needs)
  • Needs to primarily support US time zone (day after hours)
  • Meet/Exceed the KPIs for NA Tier2 support team
  • Monitor the ISP system installed at the customer site for system health
  • Diagnose and resolves technical hardware, software, and networking issues via remote
  • Respond quickly, courteously, discreetly and accurately by phone, fax or mail to all incoming phone calls, fax’s, correspondence
  • Review all sales orders and business related activities to ensure contract compliance while maximizing the benefit to the company
  • Maintain MRO order status, and backlog accuracy
  • Liaison support during pre-delivery and post-delivery including activities within order processing, customer relations and sales support
Qualifications for technical customer service
  • Experience in computer applications that may include remote control of customer’s computer to initiate repair is preferred
  • Must be highly skilled with a normal suite of computer applications
  • Must be highly organized, and comfortable with paperwork
  • Must be able to function well both in a group, and as an individual contributor
  • Must be able to visualize problems, and effectively communicate complex tasks remotely
  • Expert experience in use of at least several current products is essential
3

Technical Customer Service Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of technical customer service. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for technical customer service
  • Ensure compliance with all laws and regulations including FAR’s, DAR’s, UCC, ITAR, and coordinate as needed with the corporate legal staff
  • Develop good working relationship with internal and external customers
  • May be required to support customer or agency audits
  • Will be responsible for generating information to support forecast and buy ahead requests that support MRO turn-around time (TAT)
  • Is responsible for processing and communication of pricing, and delivery of complex quote to customers
  • Is responsible for contract review of Repair orders
  • Negotiate and coordinate the repair of units at outside suppliers
  • Negotiates and maintains customer bonded inventory to reduce TAT, including providing monthly update to customer
  • May be required to coordinate source inspection for Repair orders per customer requirement
  • Practice continuous improvement methods to improve processes
Qualifications for technical customer service
  • Must be comfortable presenting in front of small groups
  • Knowledge and experience in common XRF analysis methods are necessary
  • Excellent verbal communication and written communication
  • Good understanding of the field (handling customers directly)
  • Ability to communicate effectively with US customers is a must
  • Should exhibits good listening and comprehension
4

Technical Customer Service Job Description

Job Description Example
Our company is searching for experienced candidates for the position of technical customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical customer service
  • Provide problem resolution support to clients including identification, troubleshooting and resolving online client experiences
  • Serve as a liaison between clients and technology teams to coordinate resolution
  • Develop expertise in all systems and processes related to the online client experience
  • Effectively manage a high-volume call and case load
  • Provides answers to clients during tech calls by identifying problems
  • Works with clients to process returns and replacements
  • Improves client references by writing and maintaining documentation, updating customer information
  • Assist clients with shipping quotes and updating shipping information
  • Process order entry and parts check in for client interactions
  • Maintains excel spreadsheets and filing
Qualifications for technical customer service
  • Prior experience working with US customers is an advantage
  • Relevant technical degree, (Computer Science, IT – an advantage)
  • Flexible working time (mandatory that the person is ready to work as a team with others supporting different shifts as per the business need)
  • Learn the product and become an expert to solve maximum calls remotely for L1 support
  • Associates degree in Computer Science, Computer Information Systems, or an electronics technology discipline
  • Previous experience of a customer service orientated environment ideally in a contact centre handling complaints and difficult technical escalations
5

Technical Customer Service Job Description

Job Description Example
Our innovative and growing company is hiring for a technical customer service. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for technical customer service
  • Works as reserve to all admin duties and responsibilities
  • Process Local Native Port & MACD Orders submitted by customers in the Portfolio for Wholesale SIP Product
  • This role will require the ability to provide leadership details for project management for large, complex projects and provide customer communication /coordination as required weekly calls, written communication, project timelines
  • This role will require effectively working with supplier teams (ILEC & CLEC) to build strong relationships and manage the success of key performance metrics
  • This role will be required to work toward improving the overall customer experience by driving change to improve delivery cycle time
  • Responsible for all aspects of Conference/Training room operation
  • Responsible for supply ordering, unloading, distribution and organization
  • Cross-train and Assist with Office and Guest Services
  • Cross-train in Mail Room/Reception to provide coverage as needed
  • Issue quotations and obtain customer approval for Time & Material repairs
Qualifications for technical customer service
  • Associate Degree in computers and previous experience in customer service required
  • Excellent listening, oral, and written communication and follow up skills
  • Bachelor of Science degree, 2 year technical degree, or equivalent experience
  • 5+ years working with customers to arrive at solutions to the customer's issue
  • Working knowledge and experience with electrical and mechanical machine elements
  • Experience with controls software, plc programming, VFD operations and programming is critical

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