About this role

Heavily use training, documentation/knowledge, and peers to develop troubleshooting and research skills.
Capable of troubleshooting with End Users.
Handle fluctuating incoming ticket volume Phone, chat, Self-Service autonomously.
Strong communication skills.
Consistently document and solve any reported issue.
Develop and maintain strong relationships within the IT department.
Develop and maintain an understanding of Corporate and IT policies and procedures.
Develop and maintain verbal and written communication skills.
Develop and maintain creative thinking in troubleshooting techniques.
Develop and maintain solid customer service and follow-up skills.
Stay in sync with defined processes.
Capable of multitasking efficiently.
Capable of critical thinking and understanding issues through context clues.

0-2 years of relevant experience in a technical call center or comparable education preferred.
Possess basic SQL knowledge.
Experience with call/chat interface is ideal, along with any experience with ticketing systems.
Experience developing or troubleshooting software in UniBasic, Java, React, Python, or other modern language.
Passion for supporting custom applications.
Experience using Oracle Cloud Infrastructure, Electronic Data Interchange (EDI), mobile device OS, and Microsoft Office products is preferred.
Experience using Active Directory and various SaaS tools.
Able to prove they can find out solutions to tough issues on their own without hand holding.
A self starter and self motivated.
Critical thinker, able to tinker, suggest new paths, and set a higher standard.
Outstanding communication skills, both written and verbal.
Phenomenal customer service skills.
Excellent organizational skills.

Technical Support Representative

Key skills