Technical Support

Location: Monterey, CA

Primary Purpose

Provide technical and network problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling software applications, verifying proper hardware and software set up, assisting with navigating around application menus and troubleshooting issues. Focus will be on the company’s technology product of electronic documents and online education. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Customer Support

 

  • Deliver service and support to end-users via phone conversations, forum posts, and email
  • Monitor/process web orders on a daily basis
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource
  • Accurately process and record customer communication using case tracking software
  • Offer alternative solutions where appropriate with the objective of retaining customers’ satisfaction and business
  • Follow up and make scheduled call backs to customers where necessary
  • Efficient and accurate data entry of direct mail orders and returns

Skills and Attributes

  • Proper phone etiquette
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
  • Effective listening skills
  • Accurate data entry with speed of 45 wpm+
  • Knowledge/training of desktop operating systems and applications
  • Knowledge/training of mobile operating systems and applications


Experience

  • 3+ years of customer service and technical support
  • Trouble-shooting experience
  • Able to assist customers using PC, MAC or mobile devices
  • A very high standard of written and spoken English
  • Knowledgeable in educational technology solutions (preferred)