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Technical Support Representative

San Diego, CA
We are searching for a Technical Support Representative.  In this role you will provide functional support by responding to emails, phone calls, and customer and third-party portal messages, and provide other user support activities as assigned. Additionally, you will: 
  • Provide accurate and timely responses to staff, and external customers.
  • Develop and update Support Center metrics.
  • Conduct research and analyze data to determine and recommend best practices for the support center. 
  • Develop and update Support Center written materials such as how-to guides, job aids, and quick reference guides, in coordination with Training and Communication teams.
  • Evaluate the effectiveness of new or revised Support Center processes, tools, and templates.
  • Update and maintain records, files, logs, databases, and spreadsheets.
  • Keep current with methods, trends, technology, or other topics pertaining to the IT operations support center industry (ITIL, ITSM, etc.). 
  • Review and respond to system messages, email, telephone calls, and voice messages.
  • Log all communications.
  • Design Support Center assessments, including the definition of performance metrics and establish monitoring and controls.
  • Escalate appropriate incidents to the Service Desk and track resolution.
  • Identify trends in reported issues and monitor for topics that may need additional follow-up, supplemental training or communication materials, etc., and provide report or recommendations as needed.
  • Escalate enhancement requests from users following internal processes.
  • Use available software to access, update, and manage information about callers.
  • Assist with User Acceptance Testing and Training as needed to gain familiarization with soon-to-be released functionality.
  • Maintain Support Center documentation 
  • Respond to all Support Center inquiries within prescribed time.
  • Develop and update Support Center scripts.
  • Develop and update Support Center status reports.
  • Develop and update Support Center performance metrics and provide regular updates to management.
  • Develop and update processes and create job aids, and quick reference guides, or other appropriate how-to materials.
  • Develop and update caller relationship management tool.
  • Coordination of Support Center activities with technical support 
  • Recent Customer Service/Support experience within the last 3 years.
  • Excellent written and oral communication skills.
  • Excellent customer service skills.
  • Quick learner, able to accurately assimilate and analyze information from a variety of sources, and synthesize to produce accurate and timely information to internal and external customers.
  • Demonstrated ability to create messages for broad audiences.
  • Knowledge of and proven ability to develop and sustain an Support Center.
  • Knowledge of Support Center principles.
  • Experience using telephone equipment, call queue technology, and email software to communicate effectively.
  • Strong computer skills, including: Call queue technology, Word, Excel, SharePoint, and Internet.
  • Strong understanding of technology and how it supports business.
  • Soft skills: compassion, patience, positivity, creative, focused, strong organizational skills, problem solver, attention to detail, flexible, and proactive.
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