IT Tech Support Representative at Penscom

Shelbyville, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

11 May, 26

Salary

0.0

Posted On

10 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Windows Operating Systems, Office360, Azure, Active Directory, Hardware, Email Troubleshooting, Problem Solving, Effective Listening, Multi-tasking, Typing Proficiency, Communication Skills, Attendance, Adaptability, Teamwork

Industry

Advertising Services

Description

Job Title: IT Tech Support Representative Location: Onsite - Shelbyville, Tennessee Overview of Role: Under general supervision, the Technical Support Representatives will provide technical support to end-users (customers) in a fast-paced call center environment. Technicians will provide support and solutions for a variety of issues to include but are not limited to, resolving username and password issues, uninstalling/reinstalling basic software applications, verifying established corporate hardware and software configurations, assisting with navigating around application menus and troubleshooting email issues along with other various tasks. What will you do: Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services Gather customer’s information and determine the issue by evaluating and analyzing the symptoms Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and facility equipment Research required information using available resources Follow standard processes and procedures Identify and escalate priority issues per Client specifications Redirect problems to appropriate resource Accurately process and record call transactions using a computer and designated tracking software Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business Organize ideas and communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers where necessary Stay current with system information, changes and updates What we need from you: Professional phone etiquette Windows Operating Systems, Office360, Azure, Active Directory & Hardware. Current technology vocabulary; Modern computer network protocols. Ability to speak and write English clearly and accurately Demonstrated proficiency in typing and grammar in English Knowledge of relevant software computer applications and equipment Knowledge of customer service principles and practices Effective listening skills Multi-tasking capabilities Effective team member Good attendance at designated work facility is required Availability to work a shift between hours 7am-7pm Competencies: Exemplary Attendance and Punctuality Ability to adapt to an ever-changing list of priorities Focuses and guides self and team members in accomplishing work objectives Interacts with others in a way that gives them confidence in one’s intentions and those of the organization Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with our without notice. About National Pen With 60 years of experience and serving 22 countries worldwide, National Pen brands offer more value and simplicity to customers and distributor partners. National Pen’s flagship direct-to-business brand is Pens.com, and the company operates via a network of more than 10 facilities across North America, Europe, Africa, Australia and Asia. To learn more, visit: www.PENS.com National Pen is a Cimpress brand (Nasdaq: CMPR). #LI-ONSITE #LI-JM1

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Responsibilities

Technical Support Representatives will provide technical support to end-users in a fast-paced call center environment. They will diagnose and resolve technical hardware and software issues while interacting with customers to process information and provide solutions.