Technical Support Representative Job Description Template

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Our organization is searching for a Technical Support Representative to join our team.

Technical support representative job description:

  • Exploration utilizing accessible assets, including article database systems;
  • Accumulate client/product data and decide the issue by analyzing the indications;
  • Complete expected training to stay current with system data, changes, and updates;
  • Furnish predictable and clear correspondence with clients;
  • Other obligations might be relegated;
  • Work closely with our Product Development Team to help devise and test updates to the Patient Communication System;
  • Give remote installation of our product in workplaces, setting up an incredible first impression to our Members;
  • Log client calls and issues into SalesForce and JIRA;
  • Give Tier 2 support to our Patient Communication System and Email/Website Hosting;
  • Give phone, email and chat support to SolarWinds MSP accomplices and customers;
  • Report accomplice issues and goals – KB Articles;
  • Create internal documentation as required;
  • Compose and update technical documentation to support new features delivered by product team;
  • Be an envoy for your clients: Write feature request and bug tickets that support their long-term progress on platform;
  • Rotational weekend pager inclusion.
Necessities:
  • Readiness to show up on Saturday or Sunday, nights, and holidays;
  • Capacity to perform multiple tasks between client calls and logging of case notes;
  • Capacity to feel for clients, making them the essential focal point of your activities, then fitting correspondence to every guest;
  • 3+ years’ experience in a job that put you in direct contact with purchasers;
  • Cooperative person – we win as a team;
  • Great verbal and written communication skills;

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