Customer Service Representative

Job Title: Technical Support Customer Service Representative (Entry Level)

Overview: The Technical Support Representative provides essential technical assistance and troubleshooting to educators, administrators, and stakeholders across various platforms. This entry-level position requires team members to guide users through system navigation, resolve technical issues, and ensure a seamless user experience. The role involves leveraging support materials, asking probing questions, and applying effective solutions to meet the needs of users while demonstrating empathy and patience.

Key Responsibilities:

Technical Assistance & Troubleshooting:

• Provide timely and accurate technical support to educators, administrators, and stakeholders across a range of platforms.
• Assist users with system navigation, account access, and resolving technical issues in a clear and efficient manner.
• Leverage support materials and troubleshooting tools to identify, diagnose, and resolve user problems.
• Ask probing questions to understand the root cause of issues and provide effective solutions.
• Ensure positive, empathetic communication with users, keeping them informed and supported throughout the troubleshooting process.

Documentation & Case Management:

• Accurately document case details, troubleshooting steps, resolutions, and follow-up actions in the case tracking system.
• Maintain organized and up-to-date records of user interactions, ensuring accuracy in case documentation and closure.
• Identify trends in user inquiries or recurring issues and escalate them to leadership or relevant teams for further investigation.
• Contribute to refining case management processes, share insights, and help improve support materials based on user feedback.

Skills:

• Technical Proficiency: Basic understanding of troubleshooting techniques and technical systems, with a willingness to learn and improve technical skills.
• Communication: Strong written and verbal communication skills, with the ability to explain technical concepts to users of varying technical knowledge.
• Problem-Solving: Ability to ask probing questions, analyze user issues, and apply appropriate solutions effectively and efficiently.
• Empathy: Demonstrates a compassionate and patient approach in all interactions, ensuring users feel understood and supported.
• Patience: Ability to remain calm and focused when handling frustrated or confused users, providing support without frustration.
• Attention to Detail: Organized with the ability to document cases thoroughly and maintain accurate records.
• Team Collaboration: Ability to work effectively within a team, sharing knowledge and learning from colleagues.
• Adaptability: Willingness to learn new systems, adapt to changes, and stay current on updates to support tools and resources.

Education:

• Required: High school diploma or equivalent.
• Preferred: Associate’s degree or some college coursework in Information Technology, Computer Science, or a related field.
• Experience: Previous customer service experience is required (preferably in a technical support or helpdesk environment). Experience working in fast-paced environments or with technical troubleshooting is a plus.

Success Factors:

• Proven ability to resolve technical issues in a timely and user-friendly manner, maintaining high levels of user satisfaction.
• Demonstrated empathy and patience when working with users, particularly in challenging situations.
• Strong attention to detail and organization in documenting and managing cases.
• Willingness to learn, improve, and adapt in a fast-paced technical support environment.
• Dependable, with the ability to meet team goals and key performance indicators (KPIs).