About this role

Handle incoming calls, emails and chat requests received via direct contact or Technical Support line
Provide callers with training and troubleshooting support to address problems or concerns
Respond to email messages and chat requests and work with customers to resolve issues
Document all calls and interactions in the Call Center database
Arrange for product repairs when necessary
Update customer demographic or personal information in the database
Escalate problems/issues when warranted
Perform various other tasks as assigned

High School diploma
Associate Degree in Information or Computer Science preferred
Previous call center experience a plus
Interpersonal skills, oral and written communication skills
Ability to adapt communication style to better respond and meet the needs of the caller
Fluent in Spanish or French a plus
Microsoft Office Word and Outlook
Windows navigation skills
Keyboarding skills
Familiarity with database applications, spreadsheets, relational databases a plus
Customer service orientation
Ability to maintain composure during stressful situations
Troubleshooting skills
Detail oriented

Technical Support Representative

Key skills