The Senior Technical Support Representative acts as a Tier II resource within the department, handling escalated customer, research and troubleshooting issues.
At The Fikes Companies, our Mission is to build a highly successful company which our employees are proud of, our customers value, and the communities we serve can count on.
Technical Support Representative Responsibilities:
- Manages incoming and outgoing calls on service/repair related ATM issues.
- Performs advanced technical troubleshooting.
- Gathers customer journals and logs to analyze for errors, issues, and offers resolutions based on findings.
- Manages the ticketing system.
- Communicates with customer’s next steps and timeframes.
- Identifies and escalates issues, as needed.
- Assists manager with research of invoices for accuracy, and helps with customer billing, as necessary.
- Assists manager with training and onboarding new team members.
- Acts as technical resource for other team members.
Qualifications:
4+ years’ experience in a technical service, IT or help desk environment, 3+ years’ experience with ticketing systems and Specialty Service Channels, 3+ years’ experience in over-the-phone customer support, 2+ years’ advanced troubleshooting experience, must have proven experience explaining complex issues to a wide range of non-technical customers, professional level communication skills, proven ability to multi-task, utilizing time management and work prioritization skills, and be able to thrive in a fast-paced, call center environment.
The Fikes Companies is an Equal Opportunity Employer.
By applying to this position, you agree to be contacted via email, phone, or text message. You may opt out at any time.
Job Type: Full-time
Pay: $22.00 - $24.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Experience:
- Technical support: 2 years (Preferred)
Work Location: In person