Technical Support Receptionist

Technical Mastery

• Education: B.E./B.Sc. in Electronics, Electrical, or Telecommunications.
• Experience: 1+ years in a technical helpdesk or hardware support role.
• The "Toolbox": Solid understanding of electronic components (Relays, Resistors, etc.), low-voltage power principles, and the ability to read circuit diagrams.
• Networking: Practical knowledge of TCP/IP, DHCP, and networking troubleshooting. CCNA or CompTIA Network+ certifications are a major plus.

Communication & Soft Skills

• Clarity: You can explain a complex electrical ground loop issue simply and professionally.

• Ownership: A "stick-to-it" mindset. You own the problem until the dealer s door locks and unlocks as intended.

• Adaptability: Comfortable toggling between high-level cloud software (SaaS) and "boots-on-the-ground" hardware issues.

• Communication: Exceptional communication skills to deal with global clientele. Were looking at folks who have managed global communications in the past.

• Call Handling & Intake: Answer incoming calls promptly, maintaining a high volume of 30-40 calls daily per team member.

• Troubleshooting Documentation: Active-listen to customer issues, capturing detailed, accurate notes on their technical inquiries and symptoms.

• Warm Transfers: Execute seamless, warm hand-offs of qualified technical issues to available Tech Support agents with context provided.

• Call Routing: Direct misrouted or non-technical calls efficiently to the appropriate internal departments.

• Customer Care: Act as the first point of contact, providing a professional and welcoming initial impression for all incoming callers.

• High-Level Escalation: Solve complex hardware and firmware challenges, providing real-time guidance on on-site wiring, terminations, and device programming.

• Agile Queue Management: Thrive in a high-volume environment, managing a "round-robin" flow of emails and chats with precision and speed.

• Emphasize Ownership, Urgency, and Positive Persistence: Own issues that are presented to you and drive them with the urgency you would if it were you waiting for the solution. Persist in your efforts to resolve issues - engaging with necessary resources inside and outside your team.

As a Receptionist supporting our Technical Support team, you are the crucial first point of contact for our customers. In this high-volume role, you will answer incoming calls, capture key details about customer issues, and perform seamless warm transfers to available Tech Support Agents. You will also ensure misrouted calls reach the correct departments efficiently while maintaining a professional and welcoming demeanor.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.