Technical Support Representative

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

Overview

The Technical Support Representative at Peraton will serve as the primary point of contact for customers seeking technical assistance, providing solutions and troubleshooting support for various products and services. This role requires an individual who possesses both technical acumen and excellent communication skills, ensuring that clients receive timely and effective resolution of their issues. The representative will engage with customers through various channels, including phone, email, and chat, while documenting interactions and maintaining accurate records to enhance customer experience and satisfaction.

Job Responsibilities

• Respond to incoming customer inquiries regarding technical issues and product information.
• Diagnose and resolve technical problems in a timely manner, documenting all interactions in the system.
• Provide guidance and training to customers on the use of products and software.
• Collaborate with internal teams to escalate and resolve advanced technical issues as needed.
• Maintain an up-to-date knowledge base by documenting solutions and creating technical documentation.
• Participate in ongoing training and development to improve product knowledge and customer service skills.
• Follow standard operating procedures and contribute to team goals in a performance-driven environment.

Qualifications

• High school diploma or equivalent; additional technical certifications or relevant degrees are a plus.
• Proven experience in a technical support role or similar customer service position.
• Strong understanding of computer systems, mobile devices, and other technology products.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Proficient in using support ticketing systems and remote desktop technologies.
• Ability to work independently, multitask, and handle high-pressure situations effectively.
• Availability to work various shifts, including evenings and weekends, as required.

Technologies & Tools

The Technical Support Representative will utilize various technologies and tools such as customer relationship management (CRM) software, remote assistance applications, ticketing systems for issue tracking, and internal knowledge bases. Familiarity with Microsoft Office Suite and other productivity software will also be essential in maintaining documentation and communication with team members.

Ideal Candidates

Ideal candidates for the Technical Support Representative position will possess a strong customer service orientation along with a problem-solving mindset. They should exhibit patience, empathy, and creativity when addressing customer issues, ensuring satisfaction through effective communication. A passion for technology and a continuous desire to learn and grow are essential traits that will contribute to success in this role. Those who thrive in a collaborative team environment and adapt well to changing priorities will excel at Peraton.