What are the responsibilities and job description for the Technical Support Specialist position at theshyftgroup?
The
Technical Support Specialist position is responsible for receiving, recording,
and reconciling customer / end user technical questions on use and
implementation of computer products, in a timely and professional manner.
JOB RESPONSIBILITIES:
• Answer incoming customer telephone calls in a courteous and professional manner
• Assist customers/end users with questions on product installation, usage, and implementation
• Respond to and investigate customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner
• Answer customer inquiries and provide appropriate technical and/or product-related information
• Rely on instructions and pre-established guidelines to perform the functions of the job
• Escalate complex inquiries
• Research and resolve customer complaints
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Document all contacts, actions, and responses in helpdesk tracking system
•Organize and maintain a file system; correspondence, and other records
• Maintain working knowledge of products and/or services
• Prepare reports and correspondence, as needed
• Other tasks as assigned
JOB RESPONSIBILITIES:
• Answer incoming customer telephone calls in a courteous and professional manner
• Assist customers/end users with questions on product installation, usage, and implementation
• Respond to and investigate customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner
• Answer customer inquiries and provide appropriate technical and/or product-related information
• Rely on instructions and pre-established guidelines to perform the functions of the job
• Escalate complex inquiries
• Research and resolve customer complaints
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Document all contacts, actions, and responses in helpdesk tracking system
•Organize and maintain a file system; correspondence, and other records
• Maintain working knowledge of products and/or services
• Prepare reports and correspondence, as needed
• Other tasks as assigned