Position Summary

The Technical Support Representative’s primary responsibilities are to provide first and second level support to users of the SmartEquip software application.

Duties and Responsibilities

Under the direction of the Customer Service Manager, the Technical Support Representative:

  • Provides timely responses to incoming customer support tickets that range from basic to moderately complex application and browser related issues
  • Maintains a high level of customer satisfaction and adherence to corporate service level agreements
  • Logs all customer contact in the support ticketing system and maintains complete and accurate information.
  • Develops and maintains strong technical and business expertise of the SmartEquip applications
  • Develops and maintains strong understanding of customer’s requirements and processes

Skills and Specifications

  • High School Diploma or equivalent required
  • Minimum 2 years’ experience in a customer support environment strongly preferred
  • Excellent communication and customer facing skills with the ability to patiently and politely deal with varying customer skill levels
  • Microsoft Office Suite Experience
  • Relational database, MySQL basics helpful
  • Experience with the purchase to pay process preferred
  • Superior written and verbal communication skills
  • A passion for a high level of customer satisfaction
  • Ability to work in a fast-paced, performance driven environment
  • Willing to work non-standard business hours when necessary (24 hour coverage)