Note: The job is a remote job and is open to candidates in USA. Harvey Nash is hiring a Customer Support Technician on a contract basis. The role provides technical support to customers through telephone, email, and chat, troubleshoots Windows and hardware/software issues, documents incidents, and assists with product testing and issue resolution.
Responsibilities
- Provides accurate and timely technical support. customers via telephone, email and chat. Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize. Insures that needs of customers are met. Champions’ customer concerns regarding possible product defects/design issues. Carries out projects as assigned and supports other team members in order to represent client. in a professional manner
- Provides technical support via telephone, email and chat
- Educates customers on the use of client products
- Champions’ Customer issues from feedback stage through delivery of solution
- Accurately records and maintains incidents in accordance with department standards
- Assists Development and Implementation staff in resolving product issues
- Validates and reports customer submitted defect/design issues
- Assists in testing new and enhanced products
- Participates in department team meetings
- Completes all responsibilities as outlined on annual Performance Plan
- Completes all special projects and other duties as assigned
- Must be able to perform duties with or without reasonable accommodation
- Other responsibilities assigned by supervisor or manager
- You may be asked by management to perform other duties
Skills
- 1.Phone and Chat support experience
- 2.Windows troubleshooting experience
- 3.Hardware /Software installation/troubleshooting experience
- 4.Good communication skills
- US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply
- High school diploma
- 1 year of experience in a call center environment offering technical phone and chat support
- Experience in a customer support environment, preferably in a high-tech setting
- Excellent communication skills, both written and verbal
- Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals
- Excellent customer service skills
- Ability to work in a fast-paced environment
- Ability to listen effectively and understands the details of a customer's issue
- A stable, high-speed internet connection is required for remote work. You are expected to provide internet service that meets the needs of the job with minimal downtime. We recommend a minimum of 100Mbps down and 40 Mbps up. Other factors such as latency, jitter or packet loss may also impact stability. Internet outages will impact your ability to work and unresolved or persistent issues can impact your employment status
- Experience in a customer support environment, preferably in a high-tech setting
Benefits
- Remote work (anywhere in US)
Company Overview