Technical Support Representative

at  InterState Studio Publishing Co

Inter-State Studio & Publishing Co., America’s largest family-owned school photography company, is currently hiring for Technical Support. Reporting to the Technical Support Manager, this person will be responsible for providing quality technical support to our internal and external customers.
The Technical Support department is a team that provides comprehensive support via phone, email, chat, and in-person interactions for a wide range of software and hardware inquiries. Our team values integrity, teamwork, great communication, creativity, and a positive attitude. We take pride in our work while also having fun during our day!

EDUCATION/EXPERIENCE:

• A minimum of 1 year experience in a customer-facing position.
• 2-year degree in a technical-related field. (Preferred but not required)
• Equivalent experience may be substituted in place of education.

SKILLS:

• Strong customer service skills.
• Excellent problem-solving and logical process development skills.
• Excellent written and verbal communication skills.
• Collaborative mindset emphasizing clear and proactive communication with teammates
• Exhibit patience and empathy in customer interactions, recognizing and addressing their concerns with understanding and professionalism.
• Adapt to rapidly changing environment and challenges.
• Basic workstation troubleshooting experience.

• Work to create positive relationships with the customer and fellow team members.
• Utilize department systems (ticket software, call center application) to perform job duties as part of the team.
• Respond to customer requests in a timely manner.
• Use questioning to completely understand the customer’s issue and to ascertain the best possible solution.
• Provide answers and guide customers through corrective steps clearly and in a professional manner.
• Follow through with all commitments made to customers.
• Participate in team projects.
• Document all software and operational issues.
• Complete assigned projects within the time allocated.