Technical Support Representative I

Summary:

Assist customers with technical software and hardware related issues, database migrations, web-based portal configuration and help maintain customer satisfaction. The TSR1 will provide primary support to our customers across multiple software solutions and select hardware. The TSR1 will provide continual feedback to the Support and Operations Organization to continually improve the level of support and efficiency of systems.

Duties / Responsibilities:

• Provide daily support to users of various systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Provide support on hardware and software solutions to meet client requirements, routinely observe operational performance, and assist/conduct data migrations when necessary.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible.
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.