*Technical Support Advisor-PHL
Responsibilities: I. SUMMARY: The Technical Support Advisor acts as the primary point of contact for providing end-user technical support and filling customer support requests. The Technical Support Advisor is responsible for solving each customer‘s technical issue in an efficient, prompt, and courteous manner in a fast-paced call center environment. In addition to providing a “world class” support experience for Avanquest customers, the Technical Support Advisor will help identify common issues, work with supervisors/QA teams for solutions, and help update the existing FAQ database. Technical Support is provided to customers by phone, email, online chat, and fax. ESSENTIAL FUNCTIONS: Technical Support Responsibilities Percent of time spent in this area: 85% Provide first-level technical support for the Avanquest product line to end-user customers, primarily by phone, email and chat support. Manage all calls in a professional, timely and appropriate manner. Answer incoming customer support calls, e-mails, online chat, or fax requests within Avanquest’s defined policy and procedure guidelines. Recognize common issues and work with supervisors and other team member to analyze and troubleshoot these issues. Log all calls into the database (Salesforce) provided by Avanquest for technical support reference and QA/development reporting. Escalate unresolved issues to 2nd level support for advanced troubleshooting. Assist the Online Support Manager in updating Avanquest’s existing FAQ database. Provide Avanquest customer service support as needed. Follow up with customers as needed. On-Going Technical Training Percent of time spent in this area: 10% Attend weekly product training on Avanquest products. Show proficiency in using Avanquest software and pass any quality exams administered during the on-going training program. Miscellaneous activities Percent of time spent in this area: 5% Install Avanquest software on computers and test machines as needed. Maintain and update computers and computer hardware as instructed by Team lead. Performs all other duties as designated by Team lead. Requirements: Summarize the minimum kinds of knowledge, skills and abilities required to do this job: Knowledge of: Basic familiarity with Microsoft Office. Proven history of understanding basic troubleshooting concepts. Familiarity with web design, anti-virus technology, graphics editing programs, digital imaging software, and Macintosh OS’s are highly desirable. Skills in: Operating system set-up and installation, software installation, and hardware installation. Excellent communication skills: written and verbal required. Strong organizational skills also required. Ability to: multi-task, perform duties with accuracy and with a strong degree of urgency, prioritize and perform work with detailed supervision. Education: Formal education or training required such as degrees, courses of study, certification: BA/BS Degree preferably in Information Technology or equivalent. Experience: Minimum of one year previous technical support experience, preferably in the software support call center industry OR a minimum of six months experience within Ingram Micro in a technical capacity.