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<h3>Job Description</h3>
Job Description
A technical Support representative is responsible for ensuring the satisfaction of the clients and the development of a trusting relationship with existing clients and prospective clients. Tech Support will help clients, present new products, optimal performance, diagnosing and or preventing problems, how to repair, and maintain equipment, following company procedures in the assigned area (Western territories).
DUTIES AND RESPONSABILITIES
<ul>
<li>Follow up regularly after closing a sale to ensure client satisfaction or when needed.</li>
<li>Respond promptly to customer technical queries and concerns to find solutions and defuse tension.</li>
<li>Respond quickly to customer problems.</li>
<li>Comprehend customer requirements and make appropriate recommendations/briefings. Troubleshoot any concerns, diagnose any technical problem may occur and determine proper solutions.</li>
<li>Demonstrate how to use the equipment and achieve optimal performance of the equipment.</li>
<li>Explain issues with equipment and repairs to customers.</li>
<li>Follow all company's filed procedures and protocols. Document processes. Fill out detailed reports and keep records on services that have been performed.</li>
<li>Build and develop positive relationships with customers.</li>
<li>Present new or additional products and services to existing customers</li>
<li>Send reports on sales activity, accounts status and possible issues.</li>
</ul>
REQUIRED SKILLS AND KNOWLEDGE
<ul>
<li>Proven experience as Technical Service Representative.</li>
<li>Experience in customer service is a plus.</li>
<li>Ability to troubleshoot, test, repair, service and troubleshoot technical equipment.</li>
<li>Great mechanical aptitude and attention to detail.</li>
<li>Excellent communication, interpersonal and diagnostic skills. Assertiveness and confidence.</li>
<li>Must be able to read blueprints and diagrams.</li>
<li>Ability to work independently without much supervision and effectively manage time.</li>
<li>Ability to multitask.</li>
<li>Teamwork and motivational skills.</li>
<li>Proficient in MS Office; familiarity with Salesforce or similar.</li>
<li>Bachelor's degree and/ or Minimum of 3 years' experience as Technical account representative.</li>
<li>Spanish is a plus</li>
</ul>

Technical Support Representative

<h3>Job Description</h3>
Job Description
The Opportunity:
 
We're delighted you've chosen LCR to assist you in finding your ideal professional match. We'll assist you in reaching, stretching, and realizing your full potential. Increase your chances of success by creating your own personalized professional path. Earn More with Market-Leading Compensation. And work in an environment that treats you like family and gives back to the community. A universe of possibilities awaits you. Let's get this party started!
 
We are looking for courteous, professional Technical Support Representatives to represent our clients by providing first-rate phone service to their customers. The Customer Service Call Center Agent may handle a high volume of inbound or outbound calls and should strive to provide each caller with a positive experience. Customer Service Call Center Agents will listen to customers to understand why they are calling, address all inquiries, and provide an accurate and efficient response.
Job Summary:
We are searching for polite, professional Technical Support Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone. The Support Agent may handle a high volume of inbound or calls and should seek to create a positive experience for each caller. Technical Support Agents will listen to customers to understand the reason for their call, address all inquiries and provide an accurate and efficient response.
Responsibilities:
<ul>
<li>Answer inbound calls and greet customers with energy and enthusiasm.</li>
<li>Assist callers with mobile devices. Troubleshooting devices.</li>
<li>Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.</li>
<li>Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.</li>
<li>Meet department productivity and quality standards.</li>
<li>Strive for first call resolution and take true ownership of customer needs and issues.</li>
<li>Communicate and follow instructions for one call customer resolution.</li>
<li>Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.</li>
<li>Take an active role in educating customers about our clients products and services.</li>
</ul>
Requirements:
<ul>
<li>Work from Home position</li>
<li>Equipment Provided</li>
<li>1+ years of customer service experience required.</li>
<li>Must have at least 1 year of technical support experience with mobile phones.</li>
<li>HS Diploma or GED/equivalent.</li>
<li>Computer literacy and typing skills of 25 words per minute.</li>
<li>Self-motivated and able to adapt and comprehend changes in business processes or procedures.</li>
</ul>
 
About Lehman Consulting and Recruiting
 
Lehman Consulting and Recruiting has years of experience matching candidates with their perfect positions! At LCR, we understand just how competitive today’s job market is and have a proven track record of helping candidates turn their passions into a reality. Let us help you find your perfect match today!
 
LCR is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

<h3>Job Description</h3>
Job Description
 
Job Title: Technical Support Representative
Department
 
FLSA Classification
 
EEO Classification
Last Modified
Call Center
 
Non-Exempt
 
Administrative Support Workers
08/22/2024
Job Summary:
 
Uses technical and analytical skills to diagnose technical problems and provide customer service by offering solutions, explanations and options that will satisfy the customer while preserving the best interests of the company. Communication with customers is done via phone and/or written correspondence.
 
Essential Duties &amp; Responsibilities:
<ul>
<li>Provides fast and efficient technical support to customers experiencing technical problems with their service.</li>
<li>Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for next steps.</li>
<li>Ensures customer satisfaction and maintains a friendly, helpful, and empathetic demeanor in all interactions.</li>
<li>Maintains close contact with customers to give updates on progress toward resolution of issue or service request.</li>
<li>Ensures that appropriate changes were made to resolve customers' problems.</li>
<li>Refers unresolved customer issues to designated departments for further investigation.</li>
<li>Uses business software to document analysis of technical issues, keep records of customer interactions, record details of inquiries, complaints, or comments, as well as actions taken to problem resolution.</li>
</ul>
 
Job Qualifications:
<ul>
<li>High School Diploma or equivalent required.</li>
<li>2+ years of related experience which includes diagnosing, troubleshooting, or repairing technology products preferred.</li>
<li>Knowledge of broadband technology preferred.</li>
</ul>
Skills:
<ul>
<li>Excellent verbal and written communication.</li>
<li>Excellent knowledge retention and recall.</li>
<li>Strong problem-solving skills.</li>
<li>Service orientation.</li>
<li>Critical thinking.</li>
<li>Active listening.</li>
</ul>
 
Physical Demands:
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk, and sit; climb, balance, stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision depth perception, and ability to focus.
 
The conditions listed are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
 
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by managers as deemed appropriate.
Equal Opportunity Employer/Veterans/Disabled

<h3>Job Description</h3>
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:
<ul>
<li>Provide quality customer support to our customers and other stakeholders. Usage of Zoho Desk as a ticketing software. </li>
<li>Provide technical troubleshooting support to customers and manufacturers, including data analysis.</li>
<li>Create and maintain records for our environmental applications through Argos and Iridium platforms:
<ol>
<li>Process service contracts, technical files and Argos System Use Agreements (SUA)</li>
<li>Customer contacts, accounts, and programs</li>
<li>Create and manage ID numbers (activation, deactivation, transfer)</li>
</ol>
</li>
<li>Send current or archived data to customers or manufacturers.</li>
<li>Global Telecommunication System (GTS) support.</li>
<li>Document and maintain User Services Team procedures.</li>
<li>Forward sales leads to the Business Development Managers.</li>
<li>Support Finance in invoicing process/usage reports, as well as customer invoicing questions.</li>
<li>Source of proposition to improve our process and gain in efficiency.</li>
</ul>
Supervisory Responsibilities:
<ul>
<li>None</li>
</ul>
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. 
<ul>
<li>High School Diploma required.</li>
<li>Degree in Computer Science or related field preferred.</li>
<li>At least three years of experience in customer technical support.</li>
<li>Excellent communication skills including active listening and active communication.</li>
<li>Service-oriented and able to resolve customer grievances.</li>
<li>Proficient computer skills with the ability to learn new software.</li>
<li>Proficient in Microsoft Office Suite or related software.</li>
<li>Teaching ability to ensure customers get the help they need. </li>
</ul>
Physical Requirements: 
<ul>
<li>Prolonged periods of sitting at a desk and working on a computer.</li>
<li>Must be able to lift up to 15 pounds at a time</li>
</ul>
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. 
<ul>
<li>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) </li>
<li>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.</li>
<li>Benefits:
<ul>
<li>Medical, Dental, Vision coverages with 80% employer contribution</li>
<li>401 (k) with up to 6% employer match</li>
<li>STD, LTD, Life Insurance employer provided</li>
<li>HSA, LPFSA, FSA, DCA</li>
<li>Generous time off polices</li>
</ul>
</li>
</ul>

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