Call Center Representative - Technician

Job Description: 
 The Call Center Technician’s role is to ensure proper computer operation so that users can accomplish business tasks. This position focuses on first contact resolutions, complete and accurate documentation, adherence to standard procedures, troubleshooting and is responsible for resolving a high number of inquiries with exceptional quality of work.   

Key Responsibilities:

• Field incoming help requests from customers via telephone, e-mail, walk-ins and chat in a courteous and professional manner.
• Build rapport and elicit problem details from users.
• Thoroughly document all pertinent user identification information, nature of problem or question. Then subsequently also thoroughly document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Resourcefully use knowledgebase, FAQ’s, Email Communication and various resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software supported by the company.
• Test fixes to ensure problem has been adequately resolved.
• Prioritize and escalate problems (when required) to the appropriately experienced representative.
• Perform post-resolution follow-ups to requests.
• Other duties, as assigned.

​Qualifications: 

• Formal Education & Certification
• High school diploma or university degree in the field of computer science, information sciences, or related field and/or 3 years equivalent work experience.

​Position Requirements

• High School diploma or university degree in the field of computer science and/or 2 years equivalent work experience.  Industry certifications (i.e. CompTIA A+, CompTIA Network+, MCP, MCDST, or other useful certifications). Ability to speak English and Spanish fluently is a plus.
• Knowledge of Microsoft Windows operating systems, Mac OS, Microsoft Office products, Outlook, Internet Explorer, multiple web browsers, software and hardware based firewalls, various printers, various spyware removal utilities, and Internet.
• Good written and oral communication skills.
• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Great Customer Service skills.
• Experience working in a team-oriented, collaborative environment.
• Able to deal diplomatically with members.  Good speaking voice, pleasant personality.
• Real Estate experience is a plus.
• Bilingual a+ (fluent in reading/speaking Spanish)