We're looking for a Customer Support Representative, working in the IT (excluding Telecommunication) industry in Boise, Idaho, United States.
Act quickly to resolve customer issues in a way that retains trust and maintains delight with clients.
Relate to users of different skill levels.
Quickly identify the caller’s technical proficiency and respond appropriately.
Explain technical terms, issues, and processes clearly over the phone.
Follow a five-step process to perform logical troubleshooting by asking appropriate questions leading to issue resolution.
Respond with empathy and professionalism to customers.
Understand and address customer concerns calmly.
Understand and explain all available options.
Explain potential service limitations politely.
Provide detailed and clear case logging with professional written communication skills.
Show initiative in learning new products and technologies without formal training.
Our client is an $11-billion global leader in talent solutions. Matching great people in 60+ countries. Focused on understanding clients, candidates, and employees.
Delivering a quality experience. Connecting growing companies with outstanding people. People like you and businesses the world over.
The world’s leading companies and their 6,000 customers. Creating growth opportunities for people. Are you looking to accelerate change in your career? Transform your skills?
Experience Required for Your Success
High school education or equivalent (Associates or Bachelors degree in Computer Science/Technology, or IT related field preferred)
6 months of customer service experience
1 year of technical troubleshooting experience
Working knowledge of current PC operating systems, and common types of software programs including those used for connected devices
Familiar with basic Internet concepts such as DHCP, NAT, Port Forwarding
Basic understanding of networking, including wireless
Articulate in oral and written communication
Strong interpersonal skills
Demonstrated flexibility and ability to deal with ambiguity
Ability to handle sensitive/confidential information
Competent problem solving and decision making in pressure situations
Desire to act in the customers’ best interest
Excellent interpersonal skills including ability to listen to and understand customers, and work in a team environment
Ability to multi-task and think independently
Working knowledge and/or proficiency in troubleshooting and working with Ethernet networks, TCP/IP connections, routing protocols, Wi-Fi, VOIP Codec’s and HFC networks
Familiarity maintaining and troubleshooting computers and network related technologies including Apple and Windows based operating systems, TCP/ IP, DNS, hardware and software firewalls, routers and unified threat management solutions, and 802.11B/G/N Wi-Fi technologies
We're offering Competitive Compensation and Benefits.
What Do You Think?
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible? Apply here.