Technical Support Representative - Enterprise & Desktop
The Technical Support Representative is responsible for enthusiastically resolving technical issues from business customers using our enterprise desktop products (mice, keyboard, webcams and headsets) and software, as well as escalations from our Tier 1 team.
Successful candidates will have a minimum of 3 years providing technical support, with an advanced knowledge of Windows and Mac OS, USB devices, wireless and bluetooth technology, and a strong customer service ethic. Experience supporting enterprise (or business-to-business) customers is a plus.
Primary Job Responsibilities
Troubleshoot software, connectivity and hardware issues for customers via phone, email
Resolve escalated support tickets from our Tier 1 support team
Assist Tier 1 support team by providing guidance to resolve tickets without escalation
Provide ad-hoc feedback about trends, new issues and the voice of the customer
In periods of low technical support volume, assist with related projects
Minimum 3 years of experience in a technical support role, with at least 1 year providing remote support via phone
Minimum 3 years providing support for Windows, Mac, bluetooth, wireless and USB products
Minimum 2 years providing support for software used with hardware
Experience providing support for an IT/office users
Fluent (written and spoken) in English
Helpful Knowledge and Skills
Experience quickly learning how to troubleshoot new technologies and communicate them to others
Strong knowledge of USB, wireless and Bluetooth technologies
Experience with Salesforce/Oracle/Zendesk support ticketing systems
Knowledge of common IT office equipment, technology, standards and technology
Excellent communication skills
Strong and verifiable knowledge of customer care processes and techniques
4-year degree or equivalent experience
“All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”
If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 510-713- 4866 for assistance.