The Technical Support Representative provides technical and network problem resolution to end-users (customers) by performing a question diagnoses while guiding users through step-by-step solutions. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner in a 24/7 in-bound call center environment.

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.

General Responsibilities:

• Provides high-level of service and support to end-users over the phone and online:

• Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
• Gathers customer’s information and determines issues by evaluating and analyzing the symptoms.
• Diagnoses and resolves technical issues involving internet connectivity, software issues or hardware issues.
• Offers solutions where appropriate with the objective of retaining customers’ and clients.
• Identifies and escalates priority issues per client specifications.
• Processes and records call transactions.

Additional Duties:

• Performs research for technical troubleshooting.
• Performs customer follow-up as per department/company practice.
• Follows department policies & procedures.
• Project work, as assigned.

Qualifications:

3+ years of recent, over-the-phone technical support experience – must have experience interacting with non-technical customers; solid communication skills; able to work in a fast-paced, high-stress environment; possess intermediate skills in MS Office; strong time management and multi-tasking skills; be able to work on-call.

The Fikes Companies is an Equal Opportunity Employer.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Experience:

• Technical support: 2 years (Preferred)

Work Location: One location

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