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Technical Support Engineer

Company: Collabera
Location: Richardson
Posted on: May 4, 2021

Job Description:

Industry: ITRole: Technical Support EngineerLocation: Richardson, TXDuration: FTEDay To Day:

  • Deliver customer centric care via phone, chat or email interactions with customers that drives customer satisfaction
  • Leverage understanding of the industry, customer's portfolio of products, and their business processes to deliver a personalized experience with every customer interaction
  • Document customer interactions through the ticket management system
  • Establish relationships and trust with customers during interactions
  • Provide basic training to customers that may require a how-to session and walkthrough
  • Troubleshoot integrated products with customers to isolate issues to root cause
  • Manage situations that require real-time solutions and setting clear expectations on resolution plans
  • Provide high levels of customer satisfaction measured by customer satisfaction and efficiency metrics
  • Document product knowledge solutions when applicable
  • Learn and become proficient on one or more client products by gaining "Skills Certification" in assigned product support areas and more as career progresses Must Haves:
    • 2 years of customer service experience
    • Strong technical and troubleshooting skills (PCs and Internet computing)
    • Strong verbal, written and interpersonal communication skills
    • Experience using MS Office applications (Word, Outlook, PowerPoint, and Excel)
    • Operate during assigned shift determined upon hire based on business need
    • Ability to work a flexible schedule, occasional overtime may be requested
    • Ability to sit or stand for extended periods of time
    • Minimum of 30 wpm typing skills Preferred Skills:
      • Some college or equivalent combination of education and experience
      • 3 years of experience in a customer support role
      • Previous call center experience
      • Familiarity with basic office productivity software
      • Specialized knowledge related to department (GAAP, general trouble shooting)
      • Ability to troubleshoot hardware
      • Understanding of networking (routers, networks, etc.)
      • Experience in housing industry, property management or real estate
      • Ability to pay attention to details and specifics
      • Adaptable to change such as cross training etc.
      • Demonstrated superior levels of over the phone customer service and satisfactionMS office,desktop support,end user,troubleshoot,technical,PCs,internet,computing,customer experience

Keywords: Collabera, Richardson , Technical Support Engineer, IT / Software / Systems , Richardson, Texas

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