Technical Support Representative

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

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 plays a crucial role in providing exceptional customer service by assisting clients with technical issues related to our products and services. This position involves troubleshooting problems, answering queries, and ensuring the effective operation of various technologies to enhance client satisfaction. The ideal candidate will possess strong technical acumen and excellent communication skills to effectively navigate complex issues and foster positive client relationships.

Job Responsibilities

• Provide prompt and effective technical support to clients via phone, email, and chat.
• Diagnose and resolve technical issues in a timely manner, ensuring minimal disruption to clients.
• Document all interactions and resolutions in the ticketing system for tracking and reporting purposes.
• Collaborate with cross-functional teams to address escalated issues and ensure a high level of customer service.
• Create and maintain documentation for technical processes and support information.
• Educate clients on product functionality and usage to optimize their experience.
• Stay updated with the latest products, software updates, and emerging technologies relevant to the support role.

Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field; Bachelor’s degree preferred.
• Minimum of 2 years of experience in a technical support or help desk environment.
• Strong understanding of computer systems, mobile devices, and software applications.
• Excellent problem-solving skills and the ability to think analytically under pressure.
• Proficient in using ticketing systems and remote support tools.
• Exceptional communication skills, both verbal and written.
• Ability to work independently and as part of a team within a fast-paced environment.

Technologies & Tools

The Technical Support Representative will utilize various technologies and tools including remote desktop applications, ticketing systems (such as Zendesk or ServiceNow), Knowledge Base software for documentation, and communication tools such as VoIP systems. Familiarity with operating systems (Windows, Mac OS, Linux) and mobile platforms is essential for effectively assisting clients.

Ideal Candidates

The ideal candidates for this position are proactive problem solvers who possess a strong passion for technology and helping others. They exhibit patience and resilience in challenging situations while maintaining a customer-first attitude. Effective communicators who can translate technical jargon into easily understandable language will thrive in this role. Additionally, the ability to work collaboratively, coupled with a strong desire to continuously improve and adapt to new challenges, defines a successful Technical Support Representative at Peraton.