Technical Support Representative chez CORD Financial Services

The Technical Support Representative provides technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner in a 24/7 in-bound call center environment. 

General Responsibilities:  

Provides high-level of service and support to end-users over the phone and online:

• Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services. 
• Gathers customer’s information and determines issues by evaluating and analyzing the symptoms. 
• Diagnoses and resolves technical issues involving internet connectivity, software issues or hardware issues. 
• Offers solutions where appropriate with the objective of retaining customers’ and clients. 
• Identifies and escalates priority issues per client specifications. 
• Processes and records call transactions. 

Additional Duties: 

• Performs research for technical troubleshooting. 
• Performs customer follow-up as per department/company practice. 
• Follows department policies & procedures. 
• Project work, as assigned. 

Qualifications: 

3+ years of recent, over-the-phone technical support experience – must have experience interacting with non-technical customers; solid communication skills; able to work in a fast-paced, high-stress environment; possess intermediate skills in MS Office; strong time management and multi-tasking skills; be able to work on-call. 

CORD Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran status, and disability, or any other legally protected basis, in accordance with applicable federal, state, and local law.