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IT Support Technician

The Support Technician provides exceptional customer service and technical expertise on inbound calls or other electronic input such as Website, CHAT or email from customers for the purpose of resolving issues with devices such as laptops, tablets, smart phones, and other consumer electronics . Using various systems, applications and tools, the technician will facilitate device set up, education, and troubleshooting if a service or feature is inoperable. Technician will educate customers about device capabilities and wireless carrier data product offerings. the technician will log a customer data, including contact information, problem statement and resolution in appropriate tools, provide feedback to the organization on customer issues and may participate in focus groups to review and rate tools provided.
The Primary Duties and Responsibilities:

Provide a value added experience with outstanding customer service to our customers while resolving issues related to their device(s).
Use knowledge based system and other tools to deliver technical support solutions
Assist customers with device set up and device education
Provide customer with logical trouble shooting to resolve operation issues
Consistently meet or exceed productivity and quality goals.
Adhere to a schedule that includes; shift, break and meal times
Availability for any shift 7 days a week, 24 hours a day
Proactively find new technology trends and solutions for knowledge base system

Duties and Skills

Deep proven working knowledge of multiple hardware platforms, operating systems including Windows, Android, Blackberry OS and, Apple IOS, wireless technology, wireless equipment and applications.
Ability to analyze, diagnosis and resolve reported problems on hardware, software, OS, applications and device compatibility
Strong decision making and problem solving skills
Excellent computer skills
Excellent voice and curtsey skills that provides an Exceptional Customer Service Experience
Excellent interpersonal communication skills
Ability to retain detailed information needed to solve complex problems
Good organizational skills and the ability to handle multiple tasks
Comfort with web based tools and search engines
Adaptive to varying customer knowledge and skill levels (patience)
Seeks and attends ongoing training to improve service and learn new products and procedures
Adhere to all company security and compliance standards
Minimum Requirements

Minimum 2 years of experience providing technical support for devices.
Minimum of 1 year call center/support center experience preferred
Willingness to learn new technologies
Must have excellent verbal and written communication skills
Bilingual (Spanish/English) skills a plus
Technology related certification OR Associates degree/4 year degree required
Certifications Desired: CompTIA A+, MSFT Certification: MCSDT/MCITP, Apple Certified Support Professional, Apple Certified Macintosh Technician.


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