Position: Tier I Technical Support/Customer ServiceLocation: Rio Rancho, NMDuration: Direct Hire/Full Time OpportunityPay: 10 - 12/hrThe Ideal candidate is someone that has a passion for computers, technical agility with the ability to solve customer s computer/ mobile device questions with a high degree of customer service. Job Duties: 1. Technical Support for mobile devices Smartphones, tablets, laptops, music players Provide technical support via phone, chat or emailResolve issues, schedule follow-up and/or escalate the customer's call.Thorough understanding of laptop applications and able to troubleshoot computer and mobile device questions and solve with ease. Assist users of the client's products and services by answering questions and using critical thinking to solve problems involving their use.Ability to use documentation tools to log and resolve basic and routine customer inquiries Technical aptitude with the ability to troubleshoot at an elevated level of expertise2. Communication Prepare complete and accurate case management notes Update customer s files Ability to provide troubleshooting steps to accommodate a variety of users from novice to expert.Communicate effectively with individuals/teams in the program to ensure high quality and timely delivery on customer s requests. Effectively transfer customer requests to an appropriate party to solve and provide excellent customer care.Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Develop broad and in-depth knowledge of client products and services at an elevated level of expertise. Attend training sessions as required3. Knowledge Skills Excellent Customer Service Strong experience with MAC OS, Windows 7 or Windows 10Experience troubleshooting problems connecting to external devices such as printers/external drives/or portable media playersREQUIREDAt least 6 months of customer service experience Quick learner, ability to multi-task, team playerHS Diploma/GEDMin of 35 WPM
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