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Technical Support Representative

Cedar Park, TX 78613

Posted: 08/16/2018 Employment Type: Direct Hire Industry: Information Technology Job Number: 13489 Pay Rate: 40,000

Technical Support Representative 
Busy and growing client located in Cedar Park, TX has an opening for a Technical Support Representative on a Direct Hire basis. 

Company Profile:
Growing Software Company
Team and Family Atmosphere

Technical Support Representative Role:
The Technical Support Representative is responsible for providing first line customer support via the phone and e-mail as well as utilize their background to explain complex ideas and concepts in a simple manner. 
Provide first-line telephone technical support  
Troubleshoot/resolve basic customer problems 
Answer phone calls in a high-paced environment within acceptable service levels 
Accurately record cases, including customer comments, proper categorization, and fully document issues for quick resolution without requiring additional contact with the customer to obtain basic details 
Accurately establish and record case priority 
De-escalate customer concerns and provide resolution 
Use available tools, procedures, instructions, and documents to resolve technical problems 
Maintain in-depth knowledge of software usage to answer -how to- questions and provide step-by-step instructions to customers 
Thoroughly document all research/conversations utilizing a case tracking system 
Provide regular updates to customers regarding ongoing troubleshooting and resolution efforts 
Manage an individual open case queue, while being assigned new cases on a daily basis 
May receive escalated cases and tasks from customers or management, and must prioritize accordingly 
Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines 
Develop and maintain effective relationships with customers 
Follow internal change control process to implement any required product modifications 
Assist with testing emergency product fixes received from Product Development, as needed 
Communicate customer status, concerns, and issues to the Development team
Work closely with employees in other functions, such as implementations and development 
Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are followed

Technical Support Representative Background Profile:
At least 1+ years of previous phone technical support experience 
Understanding of remote tools and basic networking required 
Previous enterprise/mid-sized software support or delivery experience preferred 
Excellent communication and organizational skills required 
Ability to quickly learn new technologies and programs 
Previous customer service experience preferred
Must have ability to provide assistance to customers in a respectful, helpful manner 
Knowledge of medical or dental practices is helpful 
Some troubleshooting & SQL experience preferred

Features and Benefits:

Disclaimer: Sensitive and personal data will not be requested by Frontline Source Group or its affiliates until a job offer is made and accepted. If you ever doubt the validity of our job postings, we encourage you to call one of our branch locations to verify the status on any job.
Technical Support, IT, Tier 1

Emily Longsworth

Emily Longsworth works with Frontline Source Group as a Talent Executive who specializes in full-desk recruitment for clients and candidates across the country. Working nationwide allows her to truly understand what the job market is like, and she knows how to present her candidates’ skills to be in the most competitive position going into interviews. Whether you are searching for your next opportunity or if you need to locate top-quality talent, Emily will be dedicated to your search! Connect with her today for more info.

Our process is designed to save you time. There’s no need to come in to register. All you need to do is submit your resume through the “Search Jobs” link or the “Upload Resume” link. If you are a fit for this role, and have additional questions, please reach out to Emily directly below. 

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