Product Support Specialist
Company: TEKsystems, Inc
Location: Des Moines
Posted on: January 12, 2021
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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 clients 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, Des Moines , Product Support Specialist, Other , Des Moines, Iowa
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