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Velocity Staffing Technical Support Representative in Walled Lake, Michigan

uTechnical Support Representative/uUnder general supervision, in a in-bound call center environment, Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, and assisting with navigating around application menus. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required. The primary goal of everyone working at Healthmaster is to provide the highest-quality products and services to our customers in a positive manner reflecting a helpful, caring attitude. emDuties and Tasks/Essential Functions:/emulliDeliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;/liliInteract with customers to provide and process information in response to inquiries, concerns, and requests about products and services;/liliGather customer’s information and determine the issue by evaluating and analyzing the symptoms;/liliDiagnose and resolve technical hardware and software issues;/liliResearch required information using available resources;/liliFollow standard processes and procedures;/liliIdentify and escalate priority;/liliRedirect problems to appropriate resource;/liliAccurately process and record call transactions using a computer and designated tracking software;/liliOffer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;/liliOrganize ideas and communicate oral messages appropriate to listeners and situations;/liliFollow up and make scheduled call backs to customers where necessary;/liliStay current with system information, changes and updates/li/ulemSkill and Knowledge Qualifications:/emulliProper phone etiquette;/liliAbility to speak and write clearly and accurately;/liliDemonstrated proficiency in typing and grammar;/liliKnowledge of relevant software computer applications and equipment;/liliKnowledge of customer service principles and practices;/liliEffective listening skills;/liliWillingness to co-operate with others and work to the greater good;/liliMulti-tasking capabilities;/li/ulemCompetencies:/emulliExemplary Attendance and Punctuality/liliMaintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures./liliFocuses and guides self and team members in accomplishing work objectives./liliInteracts with others in a way that gives them confidence in one’s intentions and those of the organization./liliClearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener./liliMakes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships./liliIdentifies and under

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