What does a day in the life as a Technical Support Representative look like?

📍Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering. 📍Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents. Identify and correct improperly configured installations. 📍Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution. 📍Create, update, and resolve support cases within defined Service Level Objectives 📍Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports 📍Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles 📍Participate in collaborative troubleshooting sessions to identify root causes of complex issues 📍Participate in a shift rotation including weekdays, evenings, and weekends 📍Perform other duties as assigned by Manager

What are the required qualifications of a Technical Support Representative?

📍Minimum of 1 year of relevant work experience in a similar role and customer service 📍Minimum of 6 months - 1 year experience working in a Helpdesk environment 📍Ability to work with API automation using tools such as Postman 📍Ability to join large flat files such as CSVs in SQL, Excel, or BI Tools 📍At least 1-2 years of working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies 📍Excellent communication (Spanish/English written and verbal), problem solving and management skills