Associate Technical Support Representative at West Technology Group, LLC

For this opening we will consider candidates from the following locations: ,OH,United States |

Primary Responsibilities and Assignments  

• Serve as the initial point of contact for all incoming client inquiries, ensuring all communications are thoroughly and accurately documented. 

• Resolve technical concerns or questions for assigned clients in an accurate and timely manner. 

• Review technical questions from clients, completely documenting a full review of the issue, troubleshooting, problem resolution, and communication to appropriate stakeholders. 

• Escalate requests not within scope of responsibility to appropriate resource and ensure each task is followed to resolution. 

• Partner with internal technical resources to coordinate maintenance tasks, ensuring a timely and complete resolution to client inquiries. 

• Serve as a client liaison which may include participating in problem resolution with other internal teams, as necessary. 

• Accurately respond to technical questions delivered by clients and maintain detailed notes in the customer database, ensuring to escalate requests outside the scope of responsibility to a supervisor. 

• Exercise exceptional customer service skills to optimize each contact with the client. 

• Ensure that communications are processed in strict adherence to established policies, procedures, and quality standards. 

• Responsible for supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures. 

• Serves as a direct client contact/interface on notification technical support issues for notification products and services. 

• Uses problem-solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue. 

• Communication with clients may be conducted either via phone or email. 

  

Required Skills and Professional Background  

• High school diploma or GED 

• 1 year customer service experience.  

  

Desirable Qualifications and Expertise  

•  Associate/bachelor’s degree.  

• 6 months of experience working in technical customer service. 

• Experience in Healthcare. 

• Experience with Microsoft Word, and Excel. 

• IT Certification (SQL, CompTIA, A+, Network +, Linux +, CCNA, Web/UX Design).