For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.
Job title: Technical Support Representative
Full-time/Part-Time? Full-time hourly
JOB SUMMARY & SCOPE
Support customers with all technical issues. Provide excellent customer experience through timely, knowledgeable, and professional responses and resolutions per service level agreements (SLA’s).
To have ownership of the incident/request until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.
Take a hands-on role in solving complex technical enquiries, problem-solving and assisting team members. Incumbents have deep technical expertise, exceptional problem-solving skills, and a strong commitment to delivering top-tier customer support.
KEY ACCOUNTABILITIES

• To provide our customers with a first point of contact expert-level technical support to customers through various channels, such as phone, email, or chat, resolving complex technical issues effectively.
• To support our customers with a "customer first" mindset.
• To record incidents/requests in the approved toolset/s accurately and at the time the matter is raised.
• Ensure the Customer is kept fully informed of the steps taken to resolve their issue, especially important on longer investigative issues and/or where multiple escalations are required.
• To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
• Diagnose and troubleshoot intricate technical problems related to our products, services, hardware or software ensuring prompt and satisfactory resolutions.
• Manage and appropriately escalate unresolved or challenging issues to the appropriate team such as Professional Services (3rd Line), technical software support or appropriate 3rd party.
• Maintain meticulous records of customer interactions, issue details and resolution within the toolset for reporting and incident management.
• Share your knowledge and expertise with other team members, contributing to their professional growth and skill development.
• Work in a collaborative and supportive way with the Help Desk Team, other stakeholders and within Peak Technologies.
• Cultivate positive relationships with customers, actively listening to their concerns, demonstrating empathy and delivering exceptional support experiences.
• Provide guidance and training to customers on product usage, best practices and troubleshooting techniques.
• Recognize, document and alert the manager on trends in customer calls.
• Be vigilant in process updates so that the knowledge base is maintained and accurate.
• To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time.

EDUCATION EXPERIENCE KEY TRAITS

• Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
• Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
• Proactive, self-accountable, assertive and self-motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
• Understanding of the key drivers to increase customer satisfaction – both in terms of quality and on time delivery.
• Ability to manage own time, organize workload and solve problems.
• Excellent verbal and written communication skills, especially telephone manner and email writing ability.
• Excellent team player with the ability to work independently under minimum supervision.
• Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
• Investigative skills associated with understanding symptoms and root causes of Customer problems.
• Computer literate and a good working knowledge of Microsoft Office.
• Excellent attention to detail.
• Excellent organizational and time management skills.
• Ability to embrace change.
• Flexible and able to readily accept appropriate responsibility.

TYPICAL PERFORMANCE TARGETS

• Ability to work to demanding delivery and pick-up deadlines and operate in adherence to customer SLAs for the delivery and timely supply of service to our customers.
• Passionate about delivering an excellent customer experience.
• Ownership and success in managing ones own personal goals with a mindset of continuous improvement and development.

LANGUAGE SKILLS

• Primary language used in daily operations is English.

SUPERVISION

• No staff supervision required.

DECISION MAKING REASONING

• Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
• Ability to evaluate incoming technical information to deduce likely causes of incidents and suggest actions to resolve as effectively as possible.

WORKING RELATIONSHIPS

• Interfacing across all Peak Technologies Teams (Service Delivery, Sales, Operations, Procurement, Finance, IT).
• Customers
• Suppliers/3rd Line Support providers

Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.