Technical Support Professional

Responsible for providing second level telephone support for all incoming service inquiries. Responsible for offering the highest level of customer service satisfaction on all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems. Also provide support to both internal and external customers and agents and ensuring all escalation procedures are followed when appropriate. Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills. Must be willing to train and work shift schedules when required. this position requires an active, up-to-date A+ certification.
REQUIREMENTS
*Skill in providing an exceptional customer experience
*Skill in verbal and written communication to analyze, interpret and address customer needs
*Excellent knowledge of computer operating systems. Including but not limited to one or move of the following; Mac OS, Windows 98, NT, 2000, ME, UNIX, and Linux and latest MS OS system
*A+ certified
*Ability to work in a time critical environment
*Ability to be flexible and quickly adapt to changing business needs and processes
*Ability to employ professionalism and self-control in deescalating the upset customer
*Ability and willingness to provide presales support
*Ability to promote and sell products or service
*1-3 years of call center experience