Technical Support Agent Job Description
Technical support agent
provides local and remote technical support for hardware (printers, desktop, laptop, drivers, monitors and MHD’s) and software (internally developed applications, productivity tools (Microsoft), Computer Operating Systems (Windows), internet applications, and various drivers).
Technical Support Agent Duties & Responsibilities
To write an effective technical support agent job description, begin by listing detailed duties, responsibilities and expectations. We have included technical support agent job description templates that you can modify and use.
Sample responsibilities for this position include:
Work to diagnose and troubleshoot the problems with a resulting resolution
Selected individual(s) will be introduced to support methodology for various third party and in-house developed applications
Timely resolution is of high importance
Document and track all issues thoroughly in ticketing system to make certain that all issues are addressed within appropriate timeframes
Progress all consumables orders, and track to resolution
The ideal candidate will have very strong customer service and communication skills
Ideally, have some knowledge of networking and troubleshooting, but training will be provided
Must be proficient in Word and Excel and Outlook
Our organization develops and delivers solutions that enable clients to maximize returns on IT investments, drive efficiencies and reduce costs
Provide backup support for other IT personnel in the daily operation of the IT department to include diagnosing, troubleshooting, and taking corrective action on all core services
Technical Support Agent Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Technical Support Agent
List any licenses or certifications required by the position: MCSE, MCSA, TIA, HDI, PC, ITIL
Education for Technical Support Agent
Typically a job would require a certain level of education.
Employers hiring for the technical support agent job most commonly would prefer for their future employee to have a relevant degree such as Collage and Associate Degree in Technical, Education, Computer Science, Graduate, Associates, Computer, General Education, Engineering, Business, Management
Skills for Technical Support Agent
Desired skills for technical support agent include:
Microsoft Operating Systems local and remote administration and Microsoft Office family applications
Internet and various software
Web servers
TCP/IP protocol
Access control products
Fraud detection
Identity management
Single sign-on
Enterprise Security
Entrust products
Desired experience for technical support agent includes:
Maintain strong call control and handling techniques of both telephone calls and ticketing system
Ability to interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Analysis of API issues
To qualify for internship, applicants must be currently enrolled full-time at a college or university pursuing a specific degree program
Knowledge of Internet development technologies (HTML, XML, API, SQL ) is required
Issues that you will be required to troubleshoot includes password resets, printer set up, troubleshooting account specific client applications, and basic diagnosing of the desktop/laptop software problems
Technical Support Agent Examples
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Technical Support Agent Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of technical support agent. 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 technical support agent
- Assist customers with questions about SABIC’s vast plastic product line with a focus on the Specialties and Polymers product lines
- Provide high quality customer support by utilizing excellent customer service skills and technical expertise, researching, analyzing, resolving and responding to basic-to-complex questions and problems related to material questions via telephone and e-mail, within specified service level metrics
- Track user questions within specified systems
- Identify, research, and resolve user questions and problems
- Interview users to collect information and application data through diagnostic procedures to determine what is needed
- Accurately and thoroughly document issues and their resolutions into the client database to bring resolution to generate new business leads using an Oracle based CRM system
- Log detailed description of unresolved issues into CRM system and manage to closure as needed
- Escalate unresolved issues to appropriate escalation point and drive actions to closure
- Ability to multi-task with several concurrent projects, ensuring each is adequately addressed and resolved in a timely manner
- Positively and professionally communicate with customers, managing conversations while displaying empathy and understanding
Qualifications for technical support agent
- The support that we offer our clients is 24 hours, 7 days a week
- Maintains/builds relationships with other groups that impact the technical aspect for phone support
- Participates with managers to determine focus areas for technical improvements
- Fluency in Polish and good English
- Excellent Hungarianand English language skills are a must
- Good time management skills with the ability to work accurately while under pressure
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Technical Support Agent Job Description
Job Description Example
Our growing company is looking to fill the role of technical support agent. 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 support agent
- Manage and/or participate in technical projects special one-time projects as capacity and time allow
- Team player in support of customers’ and internal SABIC project teams
- Prepare standard statistical reports as required
- Attain 95% quality rating on all telephone and email interactions
- Serve as the primary video support point of contact for video creators, public figures, and media companies
- Support and communicate with video creators and media partners, to understand and resolve their inbound product questions and issues
- Communicate and collaborate cross-functionally to lead creator and partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution
- Make informed recommendations to improve the video creator and media company experience with video products, the supporting workflows, and address areas for product optimizations
- Cultivates partnership relationships with vendors, procurement services and other internal resources
- Identifies and capitalizes on opportunities to maximize the value delivered to MoneyGram via reduced pricing and/or enhanced or optimizing service
Qualifications for technical support agent
- Those issues that you are unable to resolve will be escalated to other internal employees such as desktop support, network & server support, messaging support groups
- Must have previous experience supporting, troubleshooting and/ or installing (updating) hardware, software, workstations, printers, monitors and other various peripherals in a corporate environment
- Strong knowledge of Windows 7 / Office 365
- Previous experience providing technical support for mobile devices, iphone, ipad, android
- Maintain asset inventory and tracking through helpdesk CRM ticketing system
- Experience troubleshooting connection issues using knowledge of network technologies and hardware including modems/routers, ISPs, Wi-Fi, mobile broadband networks protocols like DNS, DHCP, HTTP, TCPIP
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Technical Support Agent Job Description
Job Description Example
Our company is hiring for a technical support agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support agent
- Creates a mechanism for defining tiers into which vendors will be categorized and creates increasingly stringent criteria for evaluating critical vendor services and continually optimizing service model
- Defines and administers processes (including reporting) for tracking incentives
- Ensures services are not deployed beyond what is agreed upon and budgets are adjusted to account for growth or decline
- Catalogues and manages contracts to determine financial obligations and provides input into the budgeting process
- Plans, develops, and executes the delivery of the agent experience through all MoneyGram’s agent service channels including phone, email, and chat
- Supports and participates in developing new agent technical support process such as POE’s, POS hardware, platform monitoring and methods of self service
- Collaborates with internal and external departments in leveraging application tools to improve the customer experience
- Looks to ensure a positive, consistent, and cost effective experience for MoneyGram’s agents while supporting agent network uptime ensuring revenue generation
- Evaluates designs and proposes alternatives for operational structure and cost management
- Accountability for operations cost centers, including budget and forecasts, making real-time
Qualifications for technical support agent
- Competency with Microsoft Windows on an intermediate level (software installation and configuration)
- High attention to details & follow through
- Fluency in English and French or German required
- 3+ years experience in a customer service, call center, help desk supported focused role
- Strong communications skills (written and verbal) both with the customer and with internal stakeholders
- Attention to detail and ability to maintain a focus on quality and accuracy vs speed
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Technical Support Agent Job Description
Job Description Example
Our company is looking for a technical support agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support agent
- Communicates with MoneyGram at all levels of the organization from senior leadership, regional stakeholders, sales and product development teams to front line reps on all operational activities regarding service delivery
- Partners with external outsourcers regarding the delivery of all aspects of operational support of programs
- Hires, trains, develops leads and manages the performance of the global technical support team and is accountable for ensuring that all job duties and actions are consistent with company policies and corporate values strategic and operational needs
- Direct supervision of Technical Support Analyst and other support personnel within the Global Technical Support and Revenue Infrastructure team
- Total direct reports 3-5
- Multiple outsourcers and sites with up to 60 + FTE’s
- In direct coordination and supports 60+ internal FTE’s
- Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, hardware problem determination and hardware services delivery providers
- Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, other customer and problem documentation as required
- Responsible for remote support and knowledge transfer of software and hardware
Qualifications for technical support agent
- Very strong computer skills (MS Office a must
- Act as a Language Triage when customers do not have the ability to speak English (German)
- Act as a Language Triage when customers do not have the ability to speak English (Spanish)
- 7+ years’ customer care, technical support, contact center operations, operations experience
- 7+ years people management experience, including all aspects of performance management
- Management of outsourced call center operations
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Technical Support Agent Job Description
Job Description Example
Our company is searching for experienced candidates for the position of technical support agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support agent
- May prepare help desk incident reports and assist in hardware and software evaluation Participate in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner External Description Requirements
- Manage the resolution / negotiation of customer issues to minimise cancellations and maximise customer retention
- Develop and learn new skills on improving hardware, software, solutions and networking knowledge
- Collaborate with key stakeholders to review and build new processes with a purpose of driving and improving Client experience
- Triage incoming requests, utilizing technology, superior customer service and judgement
- Find creative ways to identify, assess and solve open-ended problems within a given high-level framework
- Become an expert, have a Strong ability to offer confident recommendations, and embody curiosity and resourcefulness
- Actively participate, collaborate, and add value to weekly training and product meetings and quickly implement new practices
- Identify tool and process efficiency gains with analytical perspective
- Update and maintain customer profiles and account information
Qualifications for technical support agent
- Proven background in improving agent/customer experience, achieving targets and improving operational performance
- Create and manage RFPs and contract and fee negotiations
- Excellent strategic, analytical and problem-solving skills with proven track record of high performance within a fast-paced business environment
- Experience with Customer Relations Management System (CRM) such as SalesForce, Service Now, Microsoft Dynamic, Bomgar
- Outstanding collaboration skills with proven ability to work with multiple stakeholders across business lines to accomplish shared goals
- Strong attention to detail with an ability to organize, prioritize and multitask effectively