Technical Support Advisor - Contact Center Experience a Must! in Cranberry Township, PA at Johnson Service Group

Date Posted: 6/3/2022

Job Snapshot

Job Description

JobID: 390787

Johnson Service Group (JSG) is a nationally recognized professional staffing and recruiting firm that is currently seeking seeking a Technical Support Advisor for a high-volume contact center.

The Technical Support Advisor will provide front-line user support for tools, technologies and products. In this role, you will solve a wide range of problems across the clients broad technical services environment. The focus is to deliver support and solutions to customers while serving as an advocate for customer needs.

You’re interested by the way things operate and can figure out how technology works when things go wrong. You can multitask across systems and applications, analyze, isolate and resolve a variety of technical issues and comfortably navigate a technical environment to solve for a better way. You will act as the voice of the customer leveraging the company value of relationships matter to be the care provider’s most trusted partner. The team provides support on a 24/7/365 basis.


A suitable candidate is a passionate transformer who could multi-task and utilize both written & verbal communication skills to help our range of customers resolve their technical issues. You’re not only here to help fix technical issues, but also provide an outstanding customer experience. You stay focused on aligning the highest-level company priorities with effective day-to-day operations.

Responsibilities

  • Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
  • Listen to customer and uses your technical expertise, creativity and intellectual curiosity to meet their needs
  • Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs)
  • Be a voice and advocate for our customers when something doesn’t feel right
  • Develop detailed knowledge about specific product lines and features
  • Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
  • Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations
  • Ability to document technical customer issues into notes that are consumable by other users
  • Able to research and grasp technical information across multiple tools while taking with customers
  • Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

Required Knowledge and Skills

  • Experience supporting customers via phone, e-mail, chat, and/or in person
  • Passionate transformer for customer service and ownership of the customer experience including issue resolution
  • Able to self-manage and work independently in a fast-paced, continuously changing environment
  • Effective time management including ability to multi-task, organize and prioritize
  • Able to research and grasp technical information across multiple applications while talking with customers
  • Ability to document technical customer issues into notes that are consumable by other users
  • Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis
  • Proven success in a fast-paced support environment
  • Ability to deal with adversity while still delivering to expectations
  • Intellectually curious and gravitates towards tools and resources that enrich you
  • Available to attend required training on a fixed schedule during first shift hours
  • 5% Travel

Basic Qualifications

  • Associate degree
  • One year+ experience in a customer support role working with computer hardware/software troubleshooting

Preferred Knowledge and Skills

  • Experience in the healthcare industry is preferred
  • One year+ experience in a customer support role
  • Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional or similar certifications
  • Basic knowledge of SQL (advanced scripting, database back-up & restores)
  • Basic understanding of computer systems, computer hardware, software, and networking troubleshooting and SaaS support
  • Familiarity with remote desktop applications and help desk software
•* Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.

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