Technical Customer Service Representative

Published
May 3, 2019
Location
Irvine, CA
Category
Job Type

Description

TelForce Group is looking for a Technical Customer Service Representative in the Irvine, CA area. This is a full time, direct hire position.

The company is Seeking a high-energy, customer-focused Help Desk Support Representative to deliver excellent customer service and IT support for our public safety clients.  This includes providing support via our helpdesk, e-mail, web, remotely and by telephone.  We are looking for a self-motivated, team-oriented individual who will work closely with our engineering, programming, technical support and service technicians to ensure flow of work and meeting of deadlines.  This team member would be responsible for, but not limited to:

Technical Customer Service Representative Description:

  • Provide telephone/email/chat and remote diagnostic technical support of alerting systems
  • Answer customer technical inquiries and troubleshooting requests in a timely fashion
  • Assist customers by diagnosing problems and providing resolutions for technical and service issues
  • Answers questions about operation, configuration and use of product
  • Investigates causes and recommend solutions of failures
  • Prioritize support cases based on customer support levels and urgency
  • Verifies warranty entitlement status
  • Initiate appropriate telephone follow-up to ensure complete customer satisfaction
  • Follow-up on open support cases weekly until they are resolved
  • Responsible for transmitting technical support documentation to customers
  • Maintains accurate information to enable prompt answers to customer questions
  • Create, update and manage customer services cases and start up through Microsoft CRM
  • Assist technical and IT staff in accomplishing departmental tasks
  • Participate in the development and implementation of departmental procedures and methods
  • Continuously review the collected technical support information for accuracy and updates as necessary
  • Research equipment and components to develop tests and repair procedures, troubleshooting techniques and documents
  • Run customer service case reports and manage outstanding issues with customer and technical staff
  • Assist in the maintenance to troubleshooting guidelines
  • Provide a pleasant and positive attitude with customers
  • Performs other duties, tasks or projects as requested and assigned by supervisor or management.
  • Provide Level 1 and Level 2 support

Technical Customer Service Representative Qualifications:

  • High School Diploma or equivalent
  • 3-5 years of experience working on technical/customer service environment
  • Strong attention to detail; Detail Orientated
  • Outstanding Organizational Skills
  • Outstanding Customer Service Skills
  • Keeping work environment clean and safe
  • Problem Solving
  • Great Phone Skills

Candidates must have a valid driver’s licenses and be insured; some jobs may require travel up to multiple weeks at a time. Please send all resumes with certifications relative to the job to taylor@telforcegroup.com. In subject line, please note the position you are applying for, a current resume in Word format, 2 references, phone number and email. We reserve the right at all times to disclose any information as we deem necessary to satisfy any applicable law, regulation, legal process or governmental request, or to edit, refuse to post or to remove any information or materials, in whole or in part, in our sole discretion. All resumes submitted to TelForce will become the property of TelForce and shall have the right to display to a third party or in our database for consumption. Call Taylor at 602.907.3098.


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