Описание вакансии:

The Technical Support Representative (TSR) will provide technical support for customers by answering inbound calls, responding to support tickets, and completing scheduled training appointments. Utilizing training and knowledge guidelines, the TSR will attempt to quickly diagnose issues in an effore to resolve the problem or escalate as needed.

Hours: 11AM- 11PM (12 Hour shifts) 3 days on, 4 days off then 4 days on, 3 days off. Rotating Sundays.

Pittsburgh, PA

Technical Support Representative


Essential Duties & Responsibilities:
Maintains a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
Gathers, prioritizes and responds to customer issues by phone, email and remote support tools.
Utilizes product knowledge to describe functions, features and details to customers remotely.
Promptly resolves customer technical issues to the customer’s satisfaction per company procedures and standards or escalates problems to higher tier, management or development as needed.
Create and maintain knowledge base to troubleshoot/service end-user reported problems and requests.
Investigates and fixes issues related to hardware communication and data transfers between company products and customer equipment.
Assist with installation of other devices that communicate with Petrosoft products.
Assists with researching and gathering information for troubleshooting hardware and software issues.
Performs administrative duties, reports and special projects associated with Technical support.

Additional and/or Specific Skills:
Clear communication skills in written and oral form.
Customer relationship management.
Project Management.
Time Management
Analytical Skills.
Computer skills.
Troubleshooting Techniques.
Experience with Microsoft Office, Salesforce, Jira, GoToMeeting, GoToAssist, preferred.

Associates degree or equivalent work experience.
Prior call center/support experience in an IT or technical field preferred.
Retail industry knowledge preferred.
IT Business Analysis/Research or similar experience helpful.

Job Environment:
Exposure to call center noise.
Repetitive typing.
Sitting for long periods of time.
Medium to heavy phone exposure.

Occasional travel (up to 10%) for on-site support services.
Clean driving record and a personal vehicle is required for travel purposes.

NOTE: THIS IS NOT A REMOTE POSITION. Position is based in Greentree, PA.


Дополнительная информация:

Что мы предлагаем

Работа в современной американской IT-компании по договору

Дистанционная работа

Оплачиваемый отпуск

Гибкая система компенсаций и бонусов

Конкурентная заработная плата в долларах на валютный счет сотрудника

Обучение на курсах и сертификация за счет компании

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