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.

Job Overview

The Technical Support Representative at Peraton plays a pivotal role in providing exceptional technical assistance and support to our clients and internal teams. This position is responsible for addressing customer inquiries, troubleshooting issues, and ensuring customer satisfaction through effective problem resolutions. The ideal candidate will demonstrate technical proficiency and a customer-centric approach, while also collaborating with various teams to achieve operational excellence.

Job Responsibilities

• Provide first-line technical support to clients via phone, email, and chat channels.
• Diagnose and troubleshoot hardware and software issues, ensuring timely resolution.
• Document and track all customer interactions and technical issues in the support ticketing system.
• Assist clients with application installations, configurations, and updates.
• Collaborate with internal teams to escalate unresolved issues and identify solutions.
• Participate in training sessions to stay updated on new technologies and company products.
• Conduct follow-up communication with clients to ensure issues are resolved to their satisfaction.

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 similar role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Proficiency in troubleshooting network connectivity issues.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Certifications such as CompTIA A+, Network+, or equivalent are a plus.

Technologies & Tools

The Technical Support Representative will utilize a range of technologies and tools including, but not limited to, ticketing systems such as Zendesk or ServiceNow, remote desktop software for troubleshooting, and internal communication platforms like Microsoft Teams or Slack. Familiarity with monitoring and diagnostic tools is also essential for effective support delivery.

Ideal Candidates

Ideal candidates for the Technical Support Representative position possess an analytical mindset, strong problem-solving abilities, and a passion for helping others. They should be adaptable and able to work under pressure, demonstrating resilience in challenging situations. Candidates with a keen attention to detail, a commitment to customer service excellence, and the ability to collaborate with a diverse range of team members will thrive in this role.