Our company is growing and we are looking for strong, successful and energetic Technical Support Specialists. We help consumers and small businesses get the most out of their technology including PCs, peripherals, wireless networks and most hardware and software. Our mission is to make it simple for everyone to Enjoy Their Technology. Whether its setting up a new wireless network, moving data from a smart phone to a PC, removing 200 viruses from a computer, or cleaning up a corrupt registry, we approach each call with enthusiasm, determination, and a friendly personality. We are looking for people who want to be a part of the revolution. Job Responsibilities: Handle and resolve web and telephone based support for our subscribers in a professional, timely, and efficient manner while providing the customer with an outstanding support experience. Demonstrate understanding of technology, service issues, and use best practice resolution approaches. Demonstrate intermediate problem diagnostic, resolution and customer relationship development skills in all situations. Document all contact activity, including detailed troubleshooting steps and problem resolution in the call tracking system for each customer interaction. Create knowledge articles for all issues not already documented to reduce troubleshooting and research time for future calls. Effectively manage your time in order to be available to work with customers, meet service delivery goals, and provide the best experience for our subscribers. Report to management new process issues that impact customers. Identify when no procedure or process is in place for a given situation or when an existing process or procedure may need to be modified. Participate in individual and team projects. Other responsibilities as assigned.
Additional Required Skills: Advanced knowledge of Operations System troubleshooting from Windows 2000 to 7. Advanced knowledge of setting up and troubleshooting hardware devices ranging from MP3 players to home and small business networking. Demonstrated ability to speak to the non-technical customers level of understanding. Ability to quickly and successfully come up to speed on new technologies, new services issues (i.e. virus, smart phones, Windows Vista) and new HiWired offerings without traditional classroom/courseware materials. Professional and mature work style and habits conducive to working in a virtual home office 80% of the time (must be able to commute to Needham, MA 1-2 times per week). Strong multi-tasking skills; read, respond and manage (Email and Instant Messaging continuously throughout each day. Creative problem solver. Typing at least 30 wpm.
High School Diploma or GED
Based on experience