Support Technician

Contact Center Customer Service:
Technical provides post‑sale technical customer service to business or end‑consumer customers via phone, online chat, or text.

Responsibilities include:

• Responding to a high volume of low‑complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.).
• Providing responses to customer inquiries based on pre‑determined scripts and other response guidance tools.
• Recommending alternative products or services (e.g., warranties) as part of customer issue resolution.
• This position is not compensated based on achievement of sales targets.
• Work environment: typically located in a call center environment.
• Specialization Match
  
  Note:
  
  Incumbents matching to this specialization are typically considered tier‑one support. Incumbents who provide tier‑two support should be matched to Field Service Engineering. For tier‑three support please consider matching to Technical Support Engineering (High Tech).

An experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation to achieve business results for a given area of a department or function.