Hybrid Technical Support Representative (Remote) Technical Support Representative (Remote)

Technical Support Representative

Fame

Permanent | Full time | Remote

FAME Inc is seeking a Technical Support Representative to support and improve FAME’s Freedom product by answering support requests submitted by our clients

Responsibilities

• Provide support for our Freedom SIS product by identifying problems, researching answers, and guiding our clients through corrective steps towards resolving the issue.
• Take incoming client support requests (through phone and our help desk application).
• Provide hands-on support to troubleshoot errors via remote connection to the client’s machine.
• Train clients in the operation of the Freedom SIS product.
• Respond to all service requests within a timely manner, follow up and clearly document all cases in our support portal.
• Demonstrate excellent customer service skills by being empathetic and actively listening to customer pain points.
• Improve software functionality by identifying and escalating any problems found in the software to our Tier 3 support team.
• Participate in weekly team meetings, daily stand ups and provide input on improving processes and be actively involved in fostering. team growth and productivity
  
  

Requirements

• Good organizational and time-management skills.
• Strong Problem solving skills and independent decision making skills.
• Ability to communicate technical information to nontechnical audiences.
• Proficient in Windows 7 or above.
• Network + and/or A+ Certification preferred.
  
  

WHY FAME?

For more than 40 years, FAME has been one of the industry leaders providing software and financial aid services to the higher education market. We believe in a positive corporate culture stressing excellence, innovation, work-life balance and personal and professional development.

Fame promotes equal employment opportunities for all. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, marital status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs. We welcome and encourage applications from people with disabilities and accommodations are available on request.

If you are an exceptional individual who wants to work on an exceptional team, apply now!