Onsite Technical Support Representative

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Written by AI from the job title and company, not by Jotform, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Onsite Technical Support Representative at Jotform will serve as the primary point of contact for customers seeking technical assistance with our services. This role involves troubleshooting hardware and software issues, providing in-depth product knowledge, and ensuring a high level of customer satisfaction. The successful candidate will be responsible for resolving technical inquiries efficiently while maintaining effective communication with customers and collaborating with various teams to escalate and resolve issues as needed.

Job Responsibilities

• Provide onsite technical support to customers, addressing and resolving hardware and software issues.
• Perform diagnostics and troubleshooting to identify technical problems and implement appropriate solutions.
• Assist customers with product installation, setup, and configuration, ensuring optimal functionality.
• Document all customer interactions and technical issues in the company's ticketing system.
• Maintain up-to-date knowledge of Jotform products and services to deliver accurate information to customers.
• Work collaboratively with cross-functional teams, including engineering and product management, to facilitate issue resolution.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field; bachelor's degree preferred.
• Minimum of 2 years experience in technical support or a related field.
• Proficiency in troubleshooting hardware and software issues in a variety of operating systems.
• Strong communication and interpersonal skills to effectively interact with customers.
• Ability to work independently as well as part of a team in a fast-paced environment.
• Familiarity with ticketing systems and remote desktop tools is a plus.

Technologies & Tools

The Onsite Technical Support Representative will utilize various technologies and tools including customer relationship management (CRM) software, ticketing systems for issue tracking, remote desktop tools for diagnosing and resolving technical problems, and standard operating systems such as Windows and macOS. Familiarity with online collaboration platforms will also be essential for effective communication with team members and customers alike.

Ideal Candidates

Ideal candidates for the Onsite Technical Support Representative position will possess a unique blend of technical proficiency and exceptional customer service skills. They will be patient problem-solvers who exhibit empathy and have a strong desire to assist customers in overcoming technical challenges. A passion for technology, quick learning abilities, and a proactive attitude towards troubleshooting will set successful candidates apart in this dynamic role.