Technical Service Representative III

Technical Service Representative III

The Technical Service Representative III plays a critical role in delivering advanced technical support and solutions to customers across the United States. This position is responsible for resolving complex technical issues, ensuring customer satisfaction, and maintaining strong relationships with clients by providing expert guidance and troubleshooting assistance. The role requires collaboration with cross-functional teams to escalate and resolve product or service challenges efficiently.

The successful candidate will contribute to continuous improvement initiatives by identifying recurring issues and recommending enhancements to products or processes. Ultimately, this position ensures that customers receive timely, accurate, and effective technical support that aligns with company standards and business objectives.

Minimum Qualifications:

• Associate degree or higher in Information Technology, Computer Science, or a related technical field.
• Minimum of 5 years of experience in technical support or customer service roles involving complex problem-solving.
• Strong understanding of computer hardware, software, and networking concepts.
• Proficiency with support ticketing systems and remote diagnostic tools.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• Bachelor's degree in a technical discipline.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience supporting enterprise-level customers or in a technical service environment within the technology industry.
• Familiarity with scripting or automation tools to streamline support processes.
• Demonstrated ability to lead projects or initiatives within a technical support team.

Responsibilities:

• Provide advanced technical support and troubleshooting for complex customer inquiries via phone, email, or remote sessions.
• Diagnose and resolve hardware, software, and network issues related to company products or services.
• Collaborate with engineering, product development, and quality assurance teams to escalate and resolve technical problems.
• Document all customer interactions, technical issues, and resolutions accurately in the support ticketing system.
• Train and mentor junior technical service representatives to enhance team knowledge and performance.
• Analyze customer feedback and technical data to identify trends and recommend improvements.
• Maintain up-to-date knowledge of company products, industry trends, and emerging technologies.

Skills:

The required skills enable the Technical Service Representative III to effectively diagnose and resolve complex technical issues, ensuring customer satisfaction through clear and professional communication. Proficiency with hardware, software, and networking fundamentals allows the representative to understand and address a wide range of technical challenges encountered by customers. Experience with support ticketing systems and remote tools facilitates efficient case management and resolution tracking.

Preferred skills such as certifications and scripting knowledge enhance the ability to automate routine tasks and improve support workflows. Additionally, leadership and mentoring skills are applied daily to support team development and contribute to continuous improvement efforts.

This position approved for annually $75,000.00