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Technical Support Specialist

Company: TRC Staffing Services
Location: Alpharetta
Posted on: April 9, 2021

Job Description:

TRC's client, a leading manufacturer of LCD displays, is seeking a Technical Support Manager to join their team in Alpharetta, GA The Technical Support Manager will direct and oversee the parts of the organization s customer service operations.Supervisory Responsibilities: Oversee the daily workflow of the department Recruit, interview, hire and train departmental staff Provide constructive daily mentoring and guidance, including discipline and possible termination in accordance with company policy.Responsibilities: Oversee and maintain call center operations including its staff and statistics Including day to day management of Zendesk ticketing system and holding support team to high quality standards for minimizing open tickets Manage schedules of team members according to customer demand, including organizing install teams for new contracts This technical service representative will provide customers with phone and email support using data from the company s monitoring tools Responsible for providing timely customer requested quotes Evaluate training processes to identify and correct the root causes of any issues and train customers to service product without violating the terms of their warranty Analyze support workflows and make suggestions to improve efficiency and effectiveness Develop and implement methods to record, assess, and analyze customer feedback Identify and recommend updates and expansions to technology, equipment, and policies that may improve customer service and retention Work closely with Director of Customer Service to help deliver on their components of overall company goals and objectives, including scheduling meetings to resolve failures/customer concerns Maintain in-depth working knowledge of the company s brands, systems, and processes Well-rounded knowledge covering basic mechanical, electronics, computer skills, networking and a good understanding of systemsQualifications: At least five years of related experience required, with prior management experience highly preferred Positive, can-do attitude Technical Support of customers in a timely manner Excellent verbal and written communication skills Excellent interpersonal and customer service skills Excellent organizational skills, attention to detail, strong analytical and problem-solving skills Strong supervisory and leadership skills Proficient with Microsoft Office Suite or related software An aptitude for fault finding TCP/IP, Ethernet, and standard communication protocols Python and other scripting languages, LCD technology, Low voltage systems, Zendesk or similar ticketing systems

Keywords: TRC Staffing Services, Alpharetta , Technical Support Specialist, IT / Software / Systems , Alpharetta, Georgia

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