Technical Support Representative, Specialist

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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

Peraton is seeking a dedicated Technical Support Representative, Specialist who will be responsible for providing exceptional technical assistance and support to our clients. This role involves diagnosing and resolving technical issues, ensuring that all inquiries are handled efficiently. The specialist will collaborate with other team members to enhance customer satisfaction through effective communication and problem-solving, while also documenting user interactions and technical issues to streamline operations.

Job Responsibilities

• Provide first-line support for customers, addressing technical inquiries via phone, email, and chat.
• Diagnose and troubleshoot hardware and software issues, ensuring prompt resolution.
• Document technical issues and customer interactions in the tracking system for accountability and future reference.
• Assist in the creation of user manuals, FAQs, and troubleshooting guides to facilitate user understanding.
• Follow up with customers to ensure their issues were resolved to their satisfaction.
• Collaborate with product development and engineering teams to offer feedback on customer issues and potential improvements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Proven experience in technical support or a related role, ideally in a corporate environment.
• Strong understanding of operating systems, network configurations, and a range of software applications.
• Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Certification in IT support (e.g., CompTIA A+, Network+, or equivalent) is advantageous.

Technologies & Tools

The Technical Support Representative, Specialist will utilize various technologies and tools, including customer relationship management (CRM) software, ticketing systems for tracking issues, remote support tools for troubleshooting, and standard operating systems such as Windows and macOS. Familiarity with various networking tools and security protocols is also vital for successful resolution of client issues.

Ideal Candidates

The ideal candidate for the Technical Support Representative, Specialist position possesses strong technical acumen complemented by excellent customer service skills. They are proactive problem-solvers who can work well under pressure and are committed to delivering high-quality support. Furthermore, adaptability, attention to detail, and a collaborative spirit are key traits that facilitate success in this role, ensuring a positive experience for both clients and team members alike.