Technical Support Representative

Category: Other

Location:

About Infinit-O: 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.

Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

Specific Duties & Responsibilities

Determines eligibility by comparing client information to requirements

Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

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

Track and monitor all client interactions using Salesforce CRM system

Coordinate with peers to provide proper coverage for all appointments

Requirements

Requirements

Education & Experience

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

Qualification

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Previous call center experience is required

Excellent verbal and written communication skills are required with emphasis on phone etiquette

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

Apple iPad & Parallels knowledge is a plus

Familiarity with HIPAA regulation is preferred

Details

Originally posted on Himalayas