Technical Support Administrator

Job purpose

The Technical Support Admin will provide support and assistance to customers who are experiencing issues with software, hardware, or network-related issues. This position requires exceptional customer service skills. Technical Support Admin role will work closely with the Level 1 support team and escalate issues to the appropriate department as necessary.

Duties and responsibilities

• Provide live call assistance to customers in need of refunds or other service requests.
• Daily review of open tickets and reassigning employee workloads as needed.
• Upload data into our server to facilitate the follow-up calls to our technical support team.
• Respond to customer inquiries and proficiently resolve issues using phone, email, or SMS communication.
• Escalate complex issues to the appropriate department or Technical Support area as necessary.
• Document customer updates, issues, and resolutions accurately in the ticketing system.
• Process orders and Return Merchandise Authorizations (RMAs)
• Review and audit customer uploads with a logical sense of when to create a new service ticket to address issues promptly.
• Maintain a high standard of customer service by consistently providing exceptional support to all customers.
• Other duties assigned by management.

Qualifications

• High School Diploma or GED 
•  2 years of quality experience in a related field
• Familiarity with ticketing systems and customer relationship management (CRM) software 
• Proficiency with basic computer programs including MS Office and database systems.
• Working knowledge of email systems, computer hardware, and peripherals.
• Excellent written and verbal communication skills 
• Strong organizational and time management skills 
• Ability to work independently and as part of a team.
• Availability to work flexible hours, including evenings and weekends.
• Bilingual Spanish and English is a plus.