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Technical Support Representative in Austin, TX at Genesis Networks

Date Posted: 5/22/2018

Job Snapshot

Job Description

A very reputable Networking and Telecommunications company is looking for a GDC Technical Support Representative (TSR) to join the team. Successful candidates will provide day-to-day support and service to our customers. Our TSRs handle high volume incoming calls, covering a full range of technical inquiries in a professional manner, obtaining all information for successful resolution.

Employees must meet the minimum requirements, conditions of employment, and be able to perform successfully all essential duties and responsibilities with or without reasonable accommodations.

The dispatch center will become a 24-hour operation, and, therefore, this position may require irregular hours. May also be required to work on-call as needed.

  • Responsible for receiving, creating and assigning tickets to correct vendors

  • Responsible for scheduling, coordinating and communicating dispatches between customer and vendors

  • Accurately record notes, updates and all communication into ticketing system

  • Constantly monitor opened tickets to assure all responses/updates are provided/inputed in a timely manner

  • Follow up with customer and make scheduled call backs to customers where necessary to verify resolution

  • Basic understanding for SLA/SLO and contract management

  • Work with customers to identify needs and to determine the appropriate action
  • Promote and maintain a high quality, professional service-oriented image among customers
  • Escalate issues appropriatly through escalation procedures

Job Requirements

Excellent communication skills and problem solving abilities.

•   Profficency with MS Office a must

•   Understanding of general software navigation

•   Knowledge of all functions and related tasks in the area of customer service.

•   Ability to work well under pressure and remain calm and professional through stressful or ambiguous situations in order to objectively interpret information.

•   Ability to work independently to resolve customer inquiries, problems, or complaints.

•   Ability to adapt communication styles and interact well with a large and diverse group of employees and customers in order to complete tasks.

•   Must have a valid driver's license and pass all security and background checks.

•   High school diploma or general education degree experience

 

Must be flexible to work different shifts as needed. 

Nights- 4x10s – 10pm-8am

Mids- 4x10s- 12pm-11pm 

Possible shift days- Sun-Wed or Wed-Sat

Qualifications/Education:

  • Associates degree
  • 1-2 years of Computer Support experience
  • Legacy voice systems experience
  • General technology experience