Customer Service Technical Support (San Diego)
Customer Service Technical Support
This position is responsible for technical service support to internal and external clients including fielding and resolving technical service issues with end customers, providing troubleshooting support and identifying solutions to support to employees, customers and distributors.
Actively listen to customers to understand their issues or concerns
Interview clients to gather information useful in providing recommendations and solutions to a technical problem
Install, configure, and troubleshoot computer systems, servers, and network issues
Provide daily technical support services for information technology establishments
Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue
Document and track customer issues using a ticketing system to ensure quick resolution
Log and analyze technical service inquiries and identify trends leading to early identification of emerging issues
Create product manuals for new products, ensure existing product manuals are up to date
Maintain the security and integrity of company database by setting access controls
Explain highly technical details to customers using simple understandable terms
Participate in development of information technology and infrastructure projects
Ensure compliance with service agreements to evade legal issues
Guide and direct the activities of less experienced tech support personnel
Maintain an up-to-date knowledge of company products and services
Stay abreast with technological developments and trends
Educate customers on the features of company products/services to minimize technical challenges
Follow-up on customers to ensure their issues are completely resolved
Produce periodic reports of technical support operations to company management.
Other duties as may be assigned
Required Skills. Abilities
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Professional and pleasant telephone manner.
Ability to explain technical issues to technical and nontechnical employees and customers.
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Proficient with or the ability to quickly learn an array of computer hardware and software.
Minimum associate degree in networking or telecommunications, or in a similar discipline
Preferred bachelor’s degree in computer science or related field preferred.
At least 2-3 years of experience in customer technical support highly preferred.
Prior experience in sales or technical support in wireless /cellular technologies
Bilingual (English/Korean) a plus but not required
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Send your resume and cover letter and salary expectations to email@example.com