Technical Support Representative

Description
Pay Range $18 - $21/hr + Benefits
POSITION SUMMARY:
The Technical Support Representative is responsible for assisting Internal clients with technical and computer system issues. Typical duties of a Technical Support Representative include diagnosing software problems and providing assistance in person or by phone or emails.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

• Research and identify solutions to software issues

• Prioritize and manage several open issues at one time
• Diagnose and troubleshoot technical issues
• Ask users targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk users through a series of actions, either via phone, email, or chat until the issue is resolved
• Properly escalate unresolved issues to appropriate parties
• Provide prompt and accurate feedback to reporters
• Refer to internal database and other resources to provide accurate technical solutions
• Ensure all issues are properly logged
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Maintain positive relationships with users, teammates, and other coworkers. Reporters/Users are internal employees. Communications are internal and not with our external customers currently
• Perform other duties as assigned

QUALIFICATION REQUIREMENTS:
Education & Certifications:

• High School Graduate or GED
• Bachelor’s Degree preferred

Experience:

• Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, Customer Support (2 years relatable experience)
• Solar industry and/or installation industry operations (1 year preferred)
• Experience writing MySQL queries and working with databases

Knowledge, Skills & Abilities:

• Hands-on experience with Windows/Mac OS environments
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with help desk software, project management software, and customer relationship management software systems
• Excellent critical thinking, problem-solving, and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Ability to work independently and as a member of a team
• Strong customer service orientation

Special Skills & Training:

• Technical or Software Certificates preferred
• Certification in Microsoft, Linux, Cisco or similar technologies preferred

PHYSICAL DEMANDS AND ABILITIES

• Regularly spend long hours sitting and using office equipment and computers

• Regularly spend long hours answering phone calls and emails
• Regularly move from sitting to standing positions effortlessly
• Regularly spend long hours in intense concentration reviewing and entering information
• Regularly use hands and fingers to handle, control or feel objects
• Regularly see details of objects that are less than a few feet away
• Regularly speak clearly so listeners can understand
• Regularly understand the speech of another person
• Frequently work on projects that require deadlines
• Frequently bend to file and maintain files
• Occasionally lift 5-10 pounds

INDSJ1
Freedom Forever is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics) or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.