Tech Support Specialist (FL – 11/12 Start) at Softworld Inc

Job Title: Tech Support Specialist

Job Location: Orlando FL 32826

Onsite Requirements:

• Provide excellent customer service, technical troubleshooting, and problem resolution.
• Receive inbound telephone calls, chat messages, and emails on product questions.
• Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.

Job Description:

• Receive inbound telephone calls, chat messages, and emails on product questions.
• Provide excellent customer service, technical troubleshooting, and problem resolution.
• Provide user-friendly explanations and follow-up using telephone, emails, and/or chat, and in person communication.
• Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
• Open trouble tickets using the trouble ticking tool (CSR) and document action steps and resolutions including follow-up.
• Ensure issues are fully documented within the CSR (trouble ticket tool) application that allows for seamless escalation to other personnel as required.
• Use professional judgment to resolve a problem.
• Escalate customer concerns as necessary to management, as required.
• Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution.
• Tier 2 or 3, you will assist and communicate with Tier 1 seasonal technical support and resolve reported problems.
• Provide assessment of existing systems and recommend improvement.
• Develop technical solutions to be posted to both internal and external knowledge base.
• Software testing of new and enhanced software applications.
• Perform other duties as assigned

** 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3^rd party subcontractors need not apply.

This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future. **