Senior Customer Service Representative

Rate of Pay $16.00 per hour

Overview: The Technical Support Representative provides essential technical assistance and troubleshooting to educators, administrators, and stakeholders across various platforms. This entry-level position requires team members to guide users through system navigation, resolve technical issues, and ensure a seamless user experience. The role involves leveraging support materials, asking probing questions, and applying effective solutions to meet the needs of users while demonstrating empathy and patience.

Key Responsibilities:

Technical Assistance & Troubleshooting:

• Provide timely and accurate technical support to educators, administrators, and stakeholders across a range of platforms.
• Assist users with system navigation, account access, and resolving technical issues in a clear and efficient manner.
• Leverage support materials and troubleshooting tools to identify, diagnose, and resolve user problems.
• Ask probing questions to understand the root cause of issues and provide effective solutions.
• Ensure positive, empathetic communication with users, keeping them informed and supported throughout the troubleshooting process.

Documentation & Case Management:

• Accurately document case details, troubleshooting steps, resolutions, and follow-up actions in the case tracking system.
• Maintain organized and up-to-date records of user interactions, ensuring accuracy in case documentation and closure.
• Identify trends in user inquiries or recurring issues and escalate them to leadership or relevant teams for further investigation.
• Contribute to refining case management processes, share insights, and help improve support materials based on user feedback.

Skills:

• Technical Proficiency:Basic understanding of troubleshooting techniques and technical systems, with a willingness to learn and improve technical skills.
• Communication:Strong written and verbal communication skills, with the ability to explain technical concepts to users of varying technical knowledge.
• Problem-Solving:Ability to ask probing questions, analyze user issues, and apply appropriate solutions effectively and efficiently.
• Empathy:Demonstrates a compassionate and patient approach in all interactions, ensuring users feel understood and supported.
• Patience:Ability to remain calm and focused when handling frustrated or confused users, providing support without frustration.
• Attention to Detail:Organized with the ability to document cases thoroughly and maintain accurate records.
• Team Collaboration:Ability to work effectively within a team, sharing knowledge and learning from colleagues.
• Adaptability:Willingness to learn new systems, adapt to changes, and stay current on updates to support tools and resources.

Education:

• Required:High school diploma or equivalent.
• Preferred:Associate's degree or some college coursework in Information Technology, Computer Science, or a related field.
• Experience:Previous customer service experience is required (preferably in a technical support or helpdesk environment). Experience working in fast-paced environments or with technical troubleshooting is a plus.

Success Factors:

• Proven ability to resolve technical issues in a timely and user-friendly manner, maintaining high levels of user satisfaction.
• Demonstrated empathy and patience when working with users, particularly in challenging situations.
• Strong attention to detail and organization in documenting and managing cases.
• Willingness to learn, improve, and adapt in a fast-paced technical support environment.
• Dependable, with the ability to meet team goals and key performance indicators (KPIs).

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer.

Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.