[Remote] Technical Customer Support Agent (Temporary)

Note: The job is a remote job and is open to candidates in USA. Titan Technologies is a company that designs, builds, integrates, and manages innovative solutions and software applications. They are seeking temporary Technical Customer Support Agents to provide general customer support and basic Tier 1 technical assistance to a diverse user base in a remote call center environment.

Responsibilities

• Receive client queries from multiple customers via phone, chat, e-mail or via web-enabled access
• Log incidents and service requests into the ticket-tracking system
• Collect information regarding the incident or service request and document details of the issue/question and troubleshooting steps performed into the ticket-tracking system
• Provide troubleshooting and resolution via phone, e-mail or remote connectivity tools (when applicable)
• Respond to inquiries, provide excellent customer service, and provide general information via phone, chat or e-mail regarding customer specific systems and criteria
• Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary
• Track the incident or service request activity to maximize timely completion
• Follow-up with clients to ascertain job satisfaction verbally or through e-mail
• Train new Help Desk Coordinators when needed
• Reference all provided work instructions or knowledgebase articles to troubleshoot client incidents or service requests and may create new articles/work instructions upon request
• Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or management
• Perform routine tasks and new assignments as assigned by the Contract Team Leads, Call Center Supervisors, or management
• Adhere to all customer, company, and departmental policies

Skills

• Proficient experience using Windows 7, 8, 10 and Microsoft Office products
• Proficient experience using & configuring web browsers and managing browser plug-ins
• Ability to pass employment background check and drug-screening
• Ability to pass Level 2 background check
• 1+ year of prior Call Center/Help Desk experience
• 1+ year of prior PC technical experience and/or training
• Ability to type 45 WPM (test yourself at typingtest.com)
• HS Diploma/GED or higher education preferred

Company Overview