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 is responsible for providing exceptional technical assistance and support to clients and end-users regarding a variety of hardware and software issues. This role requires effective communication skills, problem-solving abilities, and technical knowledge to identify and resolve customer inquiries efficiently. The representative will serve as the primary point of contact for customers, ensuring that all technical issues are addressed swiftly and satisfactorily, ultimately contributing to the company's commitment to customer service excellence.

Job Responsibilities

• Provide first-level technical support via phone, email, and chat for software and hardware issues.
• Diagnose and resolve customer issues quickly and accurately.
• Document all interactions with customers in the support database.
• Escalate unresolved issues to the appropriate technical support team as necessary.
• Assist in the development and maintenance of user manuals and knowledge base articles.
• Stay current with product updates, system changes, and new technologies relevant to support services.
• Conduct regular follow-ups with customers to ensure issues are resolved and satisfaction is achieved.

Qualifications

• Associate's degree in Computer Science, Information Technology, or a related field; Bachelor's degree preferred.
• Minimum of 1-2 years of experience in a technical support role or customer service position.
• Proficient in troubleshooting hardware and software issues on various systems.
• Strong understanding of networking concepts and protocols.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively as part of a team.
• Knowledge of ticketing systems and customer relationship management (CRM) software.

Technologies & Tools

The Technical Support Representative will utilize a variety of technologies and tools such as remote desktop applications, customer support software (e.g., Zendesk, Freshdesk), ticketing systems, and monitoring software. Familiarity with common operating systems (Windows, macOS, Linux), office productivity applications (Microsoft Office Suite, Google Workspace), and database management tools will also be essential.

Ideal Candidates

Ideal candidates for the Technical Support Representative position will possess a proactive attitude and a keen sense of empathy towards customers. They will demonstrate exceptional problem-solving skills and the ability to remain calm under pressure, ensuring a courteous approach to all inquiries. Successful individuals will exhibit a passion for technology and a constant desire to learn and adapt, embodying Peraton’s values of integrity, professionalism, and commitment to service excellence.