Technical Support Representative

Job Description

Job Description

Position Summary:

The technical Support Representative will provide a high level of customer support to our Argos and Iridium clients by addressing inquiries and resolving issues.

Duties and Responsibilities:

• Provide quality customer support to our customers and other stakeholders. Usage of Zoho Desk as a ticketing software.
• Provide technical troubleshooting support to customers and manufacturers, including data analysis.
• Create and maintain records for our environmental applications through Argos and Iridium platforms:
  1. Process service contracts, technical files and Argos System Use Agreements (SUA)
  2. Customer contacts, accounts, and programs
  3. Create and manage ID numbers (activation, deactivation, transfer)
• Send current or archived data to customers or manufacturers.
• Global Telecommunication System (GTS) support.
• Document and maintain User Services Team procedures.
• Forward sales leads to the Business Development Managers.
• Support Finance in invoicing process/usage reports, as well as customer invoicing questions.
• Source of proposition to improve our process and gain in efficiency.

Supervisory Responsibilities:

• None

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.

• High School Diploma required.
• Degree in Computer Science or related field preferred.
• At least three years of experience in customer technical support.
• Excellent communication skills including active listening and active communication.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Proficient in Microsoft Office Suite or related software.
• Teaching ability to ensure customers get the help they need.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time

GENERAL INFORMATION

Woods Hole Group is an Equal Opportunity Employer

Individuals who succeed at Woods Hole Group are pleasant, hard-working self-starters who share our passion for innovation and commitment to high quality work.

• This position will be filled at our Lanham, MD. (Monday- Friday) Hybrid Schedule available with successful completion of probationary period. (2 days /week in office required)
  
• Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at anytime at the sole discretion of the Employer.
• Benefits:
  • Medical, Dental, Vision coverages with 80% employer contribution
  • 401 (k) with up to 6% employer match
  • STD, LTD, Life Insurance employer provided
  • HSA, LPFSA, FSA, DCA
  • Generous time off polices