What are the responsibilities and job description for the Technical Support Representative position at Metro Communications and Conxxus?
Position: TAC Analyst
Location: Sullivan, IL (Onsite)
Reports To: TAC Manager
Location: Sullivan, IL (Onsite)
Reports To: TAC Manager
Employment Type: Full-time
Job Summary
The TAC Analyst provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service-related inquiries and technical challenges.
Key Responsibilities
The TAC Analyst provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service-related inquiries and technical challenges.
Key Responsibilities
- Respond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problems
- Maintain high customer satisfaction scores and response time standards
- Diagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approaches
- Utilize diagnostic tools and remote access software to identify and fix technical problems
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Contribute to continuous improvement of support processes
- Identify when issues require escalation to engineering teams or senior specialists
- Track and manage customer service tickets through completion, ensuring proper follow-up
- Maintain detailed notes of customer interactions and technical solutions
Education & Experience
- Degree in Computer Science or related technical field, OR equivalent experience
- 1 years of experience in technical support, customer service, or related field
- Strong analytical and problem-solving skills
- Basic understanding of relevant technologies
- Excellent written and verbal communication abilities
- Ability to explain complex technical concepts to non-technical audiences
- Professional phone and email etiquette
Preferred Qualifications
- Industry certifications relevant to the company's products/services
- Experience with remote diagnostic tools and software
- Previous customer-facing role experience in a technical environment
- Experience with data analysis and reporting tools
Essential Skills & Competencies
- Technical aptitude and ability to learn new technologies quickly
- Systematic approach to problem-solving and troubleshooting
- Customer service orientation with patience and empathy
- Strong interpersonal skills for cross-functional collaboration
- Ability to remain calm under pressure and handle difficult situations
- Ability to work independently and prioritize multiple tasks
Schedule
- Full-time, in office position, 40 hours per week with overtime opportunities
- Shift Schedule Available:
- Wednesday to Saturday: 7pm - 6am
Compensation & Benefits
- Pay: $20.00 - $23.00
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
Salary : $18 - $23