Techincal Support

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Technical Support Representative Responsibilities:

Provides technical support to users by researching and answering questions; maintaining workstation and LAN performance.

Job Description

Under general supervision, in a work from home environment, Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required. 


In addition, Technical Support Representatives:


  • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.
  • Improves client reference by writing and maintaining documentation.
  • Participates in development of client training programs by identifying learning issues; recommending instructional language.
  • Accommodates client disabilities by recommending devices and techniques.
  • Avoids legal challenges by monitoring compliance with service agreements.
  • Improves system performance by identifying problems; recommending changes.
  • Accomplishes information systems and organization mission by completing related results as needed.
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks.  
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Follow standard processes and procedures

This includes, but not limited to, troubleshoot equipment and system problems while providing world class technical support.

Click below to see if you meet the requirements to become an agent with Wrights TeleCommunications.

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