Milestone Technologies, Inc.

  • Contact Center Support Technician - Tier 1

    Job ID
    2018-7085
    # of Openings
    9
    Category
    Support/Admin
    Hire Type
    Regular Full-Time
    Job Category
    Help Desk / Call Center
  • Overview

    The ideal candidate for this position needs to enjoy building a relationship with customers for a product. You will be speaking with customers daily and following up on their general questions as well as assisting them on basic troubleshooting of their device. You have previous experience with Android, and either Macintosh, Windows or Linux. Good communication and interpersonal skills are critical to help build the relationship with the customers and product team. Finally, you must be enthusiastic to learn new products, be comfortable with rapid changes in your work environment, and enjoy creative challenges.

    Responsibilities

    Duties and Responsibilities

    • Manage an assigned customer base and an individual ticket queue.
    • Respond to general device inquiries via email, phone and web chat.
    • Validate device for warranty and repairs, to confirm users are eligible for support.
    • Assist users on technical issues; work with other technicians to resolve or properly close help tickets.
    • Respond appropriately to customer escalations.
    • Ensure excellent customer satisfaction.
    • Updating knowledge bases and process documents as needed.
    • Responsible to follow the direction of management and provide feedback.
    • All other tasks as assigned.

    Qualifications

    Technical Skills:

    • Connectivity troubleshooting (WiFi, Bluetooth, etc.).
    • Familiarity with Operating Systems.

     

    Interpersonal Skills:

    • Strong customer centric mentality.
    • Excellent verbal and written communication skills.
    • Good problem solving, diagnosis and troubleshooting skills.
    • Ability to communicate technical issues in non-technical terms.
    • Ability to work independently and within a team.
    • Ability to prioritize and address multiple tasks in a dynamic work environment.
    • Attention to detail.

     

    Additional Beneficial Skills:

    • Familiarity with CRM programs and ticketing systems is preferred but not required.
    • Aptitude to learn new hardware & software quickly.

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