Product Support Specialist

Company: TEKsystems, Inc
Location: Dubuque
Posted on: January 12, 2021

Job Description:

Description:Product Support Technicians will absolutely need to have previous technical or customer service/call center experience. --- Overall support of the products through phone, email, chat and social media, providing a positive customer experience.--- The scope of product support includes navigation, connectivity, compatibility, usability and general product knowledge.--- Ability to operate multiple system applications and screens at the same time.--- Capability of utilizing resources provided for quick issue resolution.--- Troubleshoot and resolve customer inquiries utilizing defined processes and procedures.--- Use the equipment and applications provided to interact with customers.Each technical support representative is responsible for responding to customer issues both over the phone and via email or chat. Technical support representative receives inbound calls from a queue throughout their shift. Technical support representatives resolve both email/chat and phone inquiries throughout their shift. On average there are 50-60 calls resolved per day per representative. Technical related issues that need to be resolved include software navigation, connectivity, compatibility, and answering general product inquiries. The minority of calls related to sales duties include placing orders and providing suggestions on which product is best suited for the individual's needs. This is a Windows environment and the pre-resolution introduction is all scripted. Our client provides technicians with tools and standard responses to common software issues the user experiences. This is a call center environment that is staffed 7 days a week, from 8am - 8pm Monday thru Saturday, and 8am - 5pm on Sunday. Calls, chats and emails are all inbound from nationwide consumers. During peak times (Jan, and March-April) technical support representatives averaged 5-10 hours of overtime per week. Our client is a software program that allows customers to complete and file tax returns online, both federal and state for a minimal fee. Scope of the support includes product, navigation, connectivity, usability, and sales via phone and email.Skills:Technical Help Desk, Phone Support, Email Support, Windows, Software, TroubleshootingTop Skills Details:1. Phone/Email Support 2. Customer Service 3. Software SupportAdditional Skills & Qualifications:There is a minimal amount of sales involved in this role as technicians may have to ask customer if they would like to upgrade their support. Need technicians that are comfortable promoting the product. Technicians need to be able multi-task effectExperience Level:Entry LevelAbout TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Inc, Dubuque , Product Support Specialist, Other , Dubuque, Iowa