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Tech Support Rep

Company: Foot Levelers
Location: Roanoke
Posted on: October 12, 2019

Job Description:

Reports To: Technical Support Manager Summary: Responsible for providing effective trouble shooting and service for all customers by utilizing excellent, in-depth knowledge of company products and programs. Duties include troubleshooting client software, hardware, operating system, and network. Representatives also test software to ensure quality, order replacement parts, perform repairs, and perform remote software installations. Essential Duties & Responsibilities: •Provide client support and technical issue resolution via E-mail, phone, chat, etc. •Logging work for every client within company provided software. •Train customers on company cloud-based software systems. •Setup/configure client software in accordance with support requests. •Obtain general understanding of system, networking and application operations related to company offered services. •Identify, correct and/or advise on operational issues in client computing systems •Perform remote sessions when required, including, but not limited to: ?software installation ?general PC debugging ?data backup and restore ?Customer training and education ?Research customer status using company provided software tools. ?Order necessary replacement parts with company provided software tools. ?Perform data capture of current trends in field. ?Other duties and responsibilities as assigned. ?Test software to ensure quality. Personal Requirements: Before Hire •Able to work independently and efficiently to meet deadlines. •Able to promptly respond to issues via email, telephone, and other electronic communications. •Self-motivated and detail-oriented. •Highly skilled and / or educated in the area of Information Technology including cloud-based databases, Windows 7/8.1/10, modern web browsers, physical hardware, and networking. •Able to multi-task, prioritize and resolve multiple customer inquiries in parallel. •Strong problem solving skills. •Excellent client facing, written and verbal communication skills. •Able to maintain work well under pressure while maintaining professional demeanor. After Hire •Knowledge of all technical support department Standard Operating Procedures and Standard Work documents. •Knowledge of all areas of the company's products, technical issues, and policies. Education: •High school diploma or GED is required. •Post-secondary education is preferred in Information Technology or Technical Certifications. Physical Requirements: While performing the duties of this job, the employee is constantly required to sit, talk and hear. •The employee is occasionally required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. •The employee must occasionally lift and/or move up to 25 pounds while working in the office environment.

Keywords: Foot Levelers, Roanoke , Tech Support Rep, Other , Roanoke, Virginia

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