Technical Support Representative Job Description

Technical Support Representative Job Description

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Technical support representative provides complex technical support on diverse problems that span hardware, software, Operating Systems, and other 3rd party technologies.

Technical Support Representative Duties & Responsibilities

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

Sample responsibilities for this position include:

Accomplishes staff results by communicating job expectations
Recommends strategies, policies, and procedures by evaluating organization outcomes
Assist with creation and maintenance of Technical documentation (hardware / software requirements / recommendations, user technical information, internal procedural, ) as needed
Based on knowledge of networks and IP-based devices, determine root cause of equipment failure (network, software, hardware, electrical issue, ) and run remote diagnostic scripts via Telnet into IP-based device on the customer network
Troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, e-mail, chat, and remote control/assist software
Begins to build base knowledge of POS products, policies, customer service procedures, and an understanding of compliance and association guidelines through on-going training and referring to online manuals as required
Interface with internal and external service specialists and software / hardware technicians regarding problem determination and resolution
Ability to troubleshoot remote technologies
Respond to product and operational support calls
Operate within a call center environment

Technical Support Representative Qualifications

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

Licensing or Certifications for Technical Support Representative

List any licenses or certifications required by the position: CCNP, MCSA, MTA, CTIA, TLS, SSL, MCP, CFPPS, SANS, COMPTIA

Education for Technical Support Representative

Typically a job would require a certain level of education.

Employers hiring for the technical support representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Associates, Technical, Technology, Education, Computer Science, Business Communication, Engineering, Information Technology, Business, Electronics

Skills for Technical Support Representative

Desired skills for technical support representative include:

Organization and policies
Networking
Hardware
Basic problem resolution and escalation practices
Supported platform
Policies
Linux/Unix OS experience
Operating systems and software
Corporate organization
Job

Desired experience for technical support representative includes:

Should possess proven knowledge of mobile devices like Blackberry, I Phone, other smart phones
Strong knowledge of Help Desk ticketing software
Ability to troubleshoot remote technologies (RDP, VPN, Citrix)
Provide component replacements
Document customer interactions and problem data in the system database
Ability to work with difficult customers

Technical Support Representative Examples

1

Technical Support Representative Job Description

Job Description Example
Our growing company is looking to fill the role of technical support representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for technical support representative
  • Update customer account information including address, banking details
  • Prioritize and schedule ticket queue
  • Redirect or escalate issues appropriately when issues are outside of support boundaries or when resolution cannot be confirmed (utilizing all available resources
  • Troubleshoot customers’ technical and non-technical issues over the phone
  • Offer customers solutions and direct them to self-help to resolve issues the first time they call about an issue
  • Provide technical support for basic website and email function in our hosting environment
  • Provide a positive customer experience and de-escalate through empathy and care when our customers are upset
  • Work with customers to identify service-related needs, and to offer the most appropriate solutions
  • Respond to customer’s queries regarding routine technical issues in a timely, friendly, professional manner
  • Join an experienced team of field support managers (15+ years of experience)
Qualifications for technical support representative
  • 1-3 years of IT support or help-desk experience
  • Must be able to quickly understand current operations and processes
  • Research and implement improvements to internal documentation and training processes
  • Strong knowledge of HTML, Javascript, CSS is required
  • Handling all escalations of customer support calls
  • Basic understanding of Web servers
2

Technical Support Representative Job Description

Job Description Example
Our company is growing rapidly and is hiring for a technical support representative. 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 representative
  • Work with mentor (experienced design engineer) to learn SolidWorks systems within Utilimaster
  • Install cross-connects, patch cables, fiber, jacks
  • Proactively share gained knowledge with team members using the correct communication channels
  • Assist a diverse range of domestic and international customers with installing, configuring, and troubleshooting our trading software and our website
  • Escalate issues to software developers and server operators
  • Produce timely, accurate, and thorough documentation and update call and defect tracking/measurement tools, , using the Client Relationship Management (CRM) tool, DevTrack, and future tools implemented
  • Enter, update, and close tickets for service into Remedy, FSMS, and customer databases
  • Escalate extensive technical problems to the project team as needed
  • Ensure customer satisfaction by learning and understanding customer’s concerns/ problems
  • May deliver customer training classes and consulting related to our application, assist in pre-sales, as part of their tasks
Qualifications for technical support representative
  • Minimum of one to two years working in a fast paced customer support environment requiring heavy telephone, e-mail, or face- to-face interaction
  • Must be a self-starter and self-learner
  • Technical ability and comfort like no other
  • Someone who is routinely the Tech Support hotline for his/her family and friends
  • 2+ years experience in a technical role that put you in direct contact with customers or clients
  • Resourcefulness that puts Angus MacGuyver to shame
3

Technical Support Representative Job Description

Job Description Example
Our company is looking for a technical support representative. 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 representative
  • Remains current on changes in policies, procedures
  • Update and maintain service call records and customer information as outlined in Service Operating Procedures, SAP call records
  • Perform implementation reviews, troubleshooting and ensure the prompt and proper resolution of technical challenges
  • Guarantee the technical aspects of a partner's integration (both new and ongoing) by providing necessary documentation and technical guidance
  • Program manage technical aspects of the partner integrations
  • Own the customer issue to resolution, escalating when appropriate
  • Keep SFDC updated, call reports, account details
  • Participates, assists and recommends solutions with Senior Tech Support on projects
  • Consequences of error carry moderate risk to the organization
  • Central point of contact for internal and external Customers for questions, problems or information pertaining to technical issues
Qualifications for technical support representative
  • Someone who is secure in their ping-pong playing abilities
  • Someone who possesses infinite patience and devotion to those he/she serves
  • Comfortable with a flexible work schedule
  • Experience with support, training and installation of POS systems Good working knowledge of LinuxAbility to speak fluent English
  • Expected to be knowledgeable in and understand the linkage between assigned activities and project goals
  • Continuously strive to meet or exceed customer expectations
4

Technical Support Representative Job Description

Job Description Example
Our growing company is looking to fill the role of technical support representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for technical support representative
  • Available to work rotation shift schedules covering 24 hour, 7 day operations
  • Required to work within an on-call rotation schedule (1X a month, 1 week)
  • Frequent travel required to provide technical support and to resolve technical issues
  • Able to lead and complete equipment installations for medium to large sized projects
  • Provide Technical support in project meetings and develop budgetary cost estimates for project installations
  • Provide field service support at customers’ site
  • Follow predefined procedures to identify, evaluate, solve and escalate product related issues
  • Reduce technical field installation time and application errors
  • Ensure accuracy of technical information provided to customers
  • Provide timely solution of technical field problems requiring attention to details
Qualifications for technical support representative
  • Seek opportunities to utilize technical knowledge and abilities
  • Take ownership of individual assignments
  • Offer ideas for improvement
  • Ability to solve well-defined problems
  • Additional language counted a plus
  • After hours work (extended hours and weekends) needed during peak periods
5

Technical Support Representative Job Description

Job Description Example
Our growing company is looking to fill the role of technical support representative. 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 support representative
  • Provide accurate and complete descriptions of problems, inquiries and requests in a Service Desk ticketing system
  • Provide administrative assistance, such as password resets, remote software installations
  • Assist customers with QuickBooks
  • Troubleshoot issues that are technical in nature
  • Solve problems that may be unstructured and require use of conceptual thinking skills
  • Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)
  • Participate in activities designed to improve customer experience and business performance
  • Involved in the review and approval of various product documentation such as labeling, specifications, and Certificates of Compliance
  • Involves working with external suppliers for the purpose of setting up raw materials and ensuring proper compliance information is obtained
  • Develop, maintain and monitor programs for compliance with guidance and standards applicable to Single Use products, including changes to guidance and standards
Qualifications for technical support representative
  • Must be able to function in a workgroup, team-oriented environment
  • Bachelor's Degree in Engineering, Technology or related discipline
  • Must have at least 2 years of professional customer service experience, or technical support experience
  • Must have had previous professional experience using the Microsoft office products including, Word, Excel, and Outlook, at a basic level that includes creating basic spreadsheets, creating documents, and sending correspondence using Outlook
  • Must be 18 years or older and eligible to work in the United States
  • Basic knowledge of LINUX/UNIX OS including, but not limited to UNIX / LINUX/SUN/BSD/ MAC

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