Technical Support Representative Tier 1

The role of a Technical Support Representative Tier 1 is to help Savvas customers troubleshoot and resolve problems by efficiently identifying technical issues and presenting appropriate resources and solutions. Technical Support Representatives create and maintain positive customer relationships through friendly, professional, quality support. Technical Support Representatives are expected to accurately and efficiently gather information and document all interactions appropriately within our customer relationship management tool (Salesforce). A Technical Support Representative is ultimately responsible for utilizing effective troubleshooting to diagnose issues and identifying appropriate solutions (including escalation paths) to ensure the most efficient and optimal customer experience.

A Technical Support Representative Tier 1 works with customers to provide the technical support needed for successful use of all Savvas products and platforms. A Technical Support Representative must be able to effectively balance technical and customer service abilities to deliver consistent customer care. A Tier 1 team member must have highly developed critical thinking skills and must be able to maintain positive and friendly customer interactions, even under pressure. The primary job function for this position is to deliver a consistently exceptional customer experience via phone, chat or email interactions with our customers.

RESPONSIBILITIES

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  Process email, chat and phone requests in a high-volume environment.

  
  
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  Thoroughly and accurately document interactions into a CRM system (Salesforce).

  
  
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  Manage open case lists and prioritize follow-up work.

  
  
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  Ability to provide a superior customer experience by always communicating in a positive, friendly, empathetic, polite manner.

  
  
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  Call control - managing the beginning, middle, and end of an interaction, in addition to hold times.

  
  
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  Ability to research issues to assist in delivering appropriate answers to the user in a timely manner.

  
  
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  Communicate at a high level of proficiency to all levels of end users and internal Savvas staff in a professional manner, translating technical terminology in an easily understandable manner.

  
  
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  Remain even-tempered and diffuse difficult situations with upset customers.

  
  
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  Multitask and juggle competing priorities, receiving work from different channels throughout the day.

  
  
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  Ability to sit or stand at a personal computer for up to 8 hours a day, typing and reading.

  
  
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  Handle a high volume of work in a short period of time and operate in a demanding work environment.

  
  
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  Other duties and projects as assigned.

  
  

QUALIFICATIONS

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  High school diploma or GED.

  
  
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  Call center environment experience working directly with end-user customers preferred.

  
  
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  Some technical experience with general Internet navigation and the following applications and services are required: Microsoft Office Suite, Google suite, internet tools such as browsers (Internet Explorer/Edge, Chrome, Firefox, and Safari) and plug-ins, computer operating systems (Windows and Mac).

  
  
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  Experience with Mac, Windows, Chromebook, iPad, tablet device and operating systems.

  
  
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  Proven customer service skills with technical issues, including effectively handling challenging customers and sensitive information while consistently using professional conversation and following through on tasks after the conversation has ended.

  
  
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  Experienced with documenting customer issues in a CRM such as Salesforce.

  
  
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  Demonstrated ability to acquire new skills quickly.

  
  
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  Strong written and verbal communication skills.

  
  
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  Critical thinking skills.

  
  
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  Technical troubleshooting ability.

  
  
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  Strong team player.

  
  
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  Attention to detail and accuracy.