IT Support Technician

We are seeking an Associate Software Support Technician to join our team. Reporting into the Technical Care Supervisor, the Associate Software Support Technician will deliver an unparalleled customer experience. You will have exceptional communication skills and proven proficiency in troubleshooting and resolving technical issues that affect users of company’s digital health technology software solutions and hardware.In this customer-facing position you will be required to manage inbound email and customer support calls. You must be familiar with technology and web-based applications.To ensure success in the role, you will be able to demonstrate that you are a natural problem solver with a pride and personal interest in what you do. You will be able to demonstrate your passion for learning.Responsibilities and AccountabilitiesRespond to incoming customer tickets and calls/emailsSolution support for existing clients fulfilling ongoing support needs; gather customer’s information and determine the issue by evaluating and analyzing the symptoms; redirect problems to appropriate support resourceFoster strong customer relationshipsMulti-task, prioritize and organize all calls and emails sent to you and assigned to you.Document all technical inquiries and customer-reported problems in the in the ticketing system, including the nature of the support inquiry and the resolution recommendedParticipate in rotating on-call scheduleAdhere to company policies and procedures regarding customer service, and problem escalationAdherence to a pre-defined schedule (Workforce Management)Qualifications and ExperienceMinimum 2 years of experience in a customer support environmentMinimum 2 years of experience in a technology environmentKnowledge of customer support best practices, including support case lifecycleExperience and genuine dedication to customer care/supportExcellent communication skillsMust have strong organizational skills that demonstrate the ability to prioritize upon short notice while maintaining accuracyDetail oriented with excellent analytical and problem-solving skills, including the ability to deal with situations where information is difficult to obtain, complex or ambiguousAbility to work effectively with minimal supervisionStrong interpersonal skills; collaborative team player with a positive, can-do approach.Proficiency with Microsoft Office applicationsCompany DescriptionDella Infotech Inc is in the staffing business for 10 years. Over the years, we have placed hundreds of candidates to various temp and permanent positions with our 50 happy clients all over US and Canada including Fortune 500 corporations.

Salary : $24