Technical Support/Help Desk

Position Overview

The Technical Support Representative (TSR) provides telephone and email support to customers who have questions about website technical issues.  The TSR will troubleshoot customer issues and provide appropriate solutions directly to the customer.  TSR?s will also offer other appropriate IPOWER products to customers (up sales).  TSR?s will support other departments including sales and billing support.  This position works with a Technical Lead and reports to a Technical Support Supervisor.

 

Position ResponsibilitiesTroubleshoots telephone and/or email inquiries in the technical support queue.Upsell other appropriate I POWER  products to customers on each callProvide accurate technical solutions in an effort to resolve each issue upon the 1st call.Ask probing questions to determine current and future customer needs and offer solutions to meet those needs. Performs appropriate and timely investigation and issue resolution.Meets performance standards and up sales quotas set by the department while maintaining appropriate call time and providing quality customer service.

 

Position RequirementsA minimum of 1 year customer service experience, call center and sales experience preferred.

?  Knowledge and understanding of Domain registration.

?  Ability to identify and troubleshoot technical problems.  

?  Ability to communicate effectively with all levels of an organization and its customer base, both verbally and written.

?  Technical knowledge of Microsoft Windows XP, 2000, and 98.

?  Basic knowledge of web browsers, such as FireFox, Mozilla, Safari, and IE 6x, and Email Clients, such as Outlook, Outlook Express, and Eudora.

?  Ability to identify and asses customer needs to offer additional IPOWER products and service.

 

 

TSR?s are also expected to have regular and predictable attendance and be comfortable working in a professional fast paced customer service environment.