Experienced Lead Customer Care Technical Representative

The Experienced Lead Customer Care Technical Representative is responsible for providing immediate support and service via phone to customers experiencing equipment issues or having network questions related to office technology equipment.

This is a great opportunity for the right individual who wants to grow with a company. We invest in our employees by providing onsite training, professional mentoring, upward mobility and educational programs to advance your career. Apply now and see what possibilities lies in your future!

Key Responsibilities:

• Provide first-level contact and problem resolution for customers with hardware, software and applications problems.
• Ability to identify, manage and resolve issues in timely manner while following procedures and policies for handling the support cases.
• Accurately document problems and resolutions in E-Automate database.
• Maintains a broad perspective, such as being able to identify key issues and contribute ideas to process improvements.
• Use company database, reports, proprietary software and vendor websites, to assist clients over the phone to prevent dispatch of field technicians.
• Become the buffer to the customer and field technicians by providing necessary information to resolve the problem as soon as possible.

Required Experience and Skills:

• Network + and/or A+ Certification.
• Professional work experience in a technical call center.
• Experience with printers/MFPs.
• Experience accessing Knowledgebase information from Manufacturer & Vendor databases and websites.
• High school diploma or general education degree (GED).
• Proficiency with Microsoft suites, in particular Excel.
• Exceptional critical thinking skills to assist in problem solving.
• Excellent communication skills, including listening and questioning.
• Ability to work in a fast paced environment and able to adapt quickly while under pressure.
• Strong organizational skills and attention to detail.
• Customer focused and concerned about their needs.
• Demonstrate teamwork behavior.
• Ability to work independently as well as to meet deadlines.

Desired Qualifications:

• Degree or certification in computer networking or a relatable study.
• Experience as a Field Technician.

The Northwest Group, A Xerox Company is proud to be an Equal Opportunities Employer.