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Tech Support Agent 🔥


Tech Support Agent

Job Description

The Tech Support Agent is expected to interface with all levels of management, corporate business partners and external vendors. This position has excellent communication and customer service skills, as well as the ability to translate technical details is a must. Success is measured by adherence to and full adoption of APFM values in all areas of the job. The APFM Values are:

  • Focus on excellence
  • Act with integrity and assume positive intent
  • Drive outcomes every day with passion and a sense of mission
  • Make the lives of our families and customers better, easier, and more successful
  • Realize the full potential in each team member; work as a single supportive team

Key Responsibilities

  • Incorporate APFM Values into each customer and co-worker interaction.
  • Serve as the first point of contact for our internal employees seeking technical assistance over the phone or by email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VPN, VOIP, MAC and Windows OS, Google Apps and more.
  • Determine the best approach to providing a solution based on the issue and details provided, including walking the customer through the problem-solving process and solution.
  • Assist with the employee onboarding process, including account provisioning.
  • Administer SaaS products such as telephony systems, desktop management systems, mobile device systems, antivirus solutions, etc.
  • Identify and escalate priority issues as needed.
  • Clear, professional communication skills, experience in communicating with users, and able to contribute to team discussions.
  • Ability to physically move and install equipment including but not limited to desktop PCs, monitors, laptops, desks, etc.
  • Manage time and tasks as assigned by manager.

Required Skills and Competencies

  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
  • Identifies and understands issues, problems, and opportunities; uses effective approaches for choosing a course of action or developing appropriate solutions.
  • Comfortable supporting resources over the phone and remote control of desktop support; ability to multi-task and prioritize.
  • Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
  • 1 year experience supporting desktop or laptop technical issues.
  • A+ certification required.

Education Requirements

Associate’s degree preferred

Compensation

This position is hourly, non-exempt

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