Technical Support

Client Support Hollywood, California


Description

The Technical Support Representative reports to the Technical Support Manager and is a key member of the support team. This position will be responsible for dealing with the customers and potential customers of j2 Global.  The agent is directly communicating with the fast-growing number of end-users per phone, online chat, and e-mail to help them setup, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.  

 

 

Job Duties:

 

  • Responsible for answering customers’ technical/billing calls, chats, and emails efficiently, accurately and in a professional manner using excellent customer service skills.
  • Responsible for contacting customers are customer service issues specifically with a view to retaining customers or checking for potential fraud
  • Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers’ technical problems and seeing these through to completion.
  • Troubleshoot problems backing up and restoring with customer and take or suggest corrective action.
  • Log tickets, defects, enhancements with enough detail to be understood and resolved by others.
  • Prioritize issues and manage time effectively, taking accountability for resolving customer issues
  • Perform timely escalation of support related issues to various departments for further analysis and resolution
  • Attempt first call case resolution, software/network troubleshooting and proactive support services.
  • Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.
  • Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
  • Report accurately on calls inbound and outbound, record calls and call details on company systems
  • Responding to chat and email as required

 

 

Job Requirements and Experience:

 

  • Minimum 1 to 3-year experience in Technical Support / Billing Inbound Call Center
  • Exceeding expectations with call QA’s
  • Excellent communication skills (oral and written)
  • Superior technical and problem-solving skills
  • PC proficiency; Knowledge of Windows & Mac OS, network, and folder structure
  • Experience resolving basic user related technical problems with directions given over the telephone
  • Ability to work both independently and as part of a team is a must
  • Macintosh experience a plus (but not required)
  • HTML experience a plus (but not required)
  • Cross functional skills in supporting customers via chat and email

 

 

 

j2 Cloud Services is an Equal Opportunity Employer.