Technical Support Representative (Cloud)

About the role

Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments. Determine eligibility by comparing client information to requirements. Schedule and engage in follow-up calls with clients regarding on-going technical issues. Resolve technical escalations from the Product Support phone and chat team. Troubleshoot issues which may occur during database updates, new software installations, and server migrations.

Key responsibilities

• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
• Determine eligibility by comparing client information to requirements
• Utilize active listening and empathy skills
• Strive to meet or exceed call center metrics and service levels
• Schedule and engage in follow-up calls with clients regarding on-going technical issues
• Resolve technical escalations from the Product Support phone and chat team
• Troubleshoot issues which may occur during database updates, new software installations, and server migrations

About you

• 1-2 years of experience in a customer service/support role is required
• 1-2 years of computer application-based technical support experience or IT experience is required
• Previous call center experience is required
• Advanced English skills
• Works hard with little supervision
• Detailed-oriented with exceptional documentation skills
• Working knowledge of Microsoft Windows administration tools
• Basic understanding of Microsoft SQL Server
• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
• Experience with cloud-based software (SaaS)

About us

As a top Business Process Optimization solutions provider, we partner with the world's fastest-growing companies in Financial Services, Healthcare, and Technology, offering data-driven solutions and providing strategic advantage. Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture.