Hybrid- Associate Technical Support Analyst

About the position Are you someone who loves breaking down technical problems into solvable components? Do you have top-notch customer service and collaboration skills? Are you interested in joining a team comprised of a dynamic mix of technical support professionals who are paving the way to support home and small business tools, applications, and devices? If this sounds like you, we have an opportunity that may interest you. Starting Pay: $18/hr. This role follows a Hybrid Model, which will require going into the Atlanta office: 260 Interstate N Cir SE, Atlanta, GA 30339 What makes us different? Your medical benefits begin on your first day We provide excellent compensation and retirement programs We deliver exceptional paid time off We provide tuition reimbursement available after 6 months What will be my duties and responsibilities in this job? Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers. Troubleshoot, diagnose, and resolve complex issues across a wide array of PC’s, laptops, Apple computers, tablets, printers, wireless and POE security cameras, mobile phones, and other business and personal devices. Provide excellent customer service and ownership of technical support issues. Work well in a high energy, dynamic, and collaborative environment. Provide appropriate responses and expectations in a timely and efficient manner. Work as the customer's advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention. Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.

Responsibilities

• Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers.
• Troubleshoot, diagnose, and resolve complex issues across a wide array of PC’s, laptops, Apple computers, tablets, printers, wireless and POE security cameras, mobile phones, and other business and personal devices.
• Provide excellent customer service and ownership of technical support issues.
• Work well in a high energy, dynamic, and collaborative environment.
• Provide appropriate responses and expectations in a timely and efficient manner.
• Work as the customer's advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention.
• Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives.

Requirements

• 6 months experience with customer service, troubleshooting, analytical, and problem-solving.
• Strong experience and working knowledge in one or more of the following technical specialty areas: PC Support: MS Windows, MS Office, Apple OS X, home and small business networking/Wi-Fi, printers, card readers, projectors, etc.. Mobile Support: iPhone/iPad/iOS, Android phones and tablets, Kindle / e-readers, Fire Tablets. Smart Devices: voice assistants, smart lights, smart TV’s, wearable technologies and other automation systems.
• High school diploma or GED (post-secondary education preferred).
• Must be able to type 30-40 WPM.

Nice-to-haves

• Bachelor’s degree preferred, Associates degree a plus.
• 1 year of experience in technical support role.
• Technical certifications from organizations such as CompTIA A+, Network+, Microsoft, Apple, or other related bodies in the technical industry.
• Experience working within a support organization providing phone/chat/email based support to customers.
• Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc.
• Excellent verbal and written communication and interpersonal skills.
• Experience in writing technical documentation for inclusion in a Knowledge Base.
• Experience with providing training and coaching, either to customers or to internal colleagues.
• Able to collaborate, interact, cooperate and motivate across job functions and teams.
• Bilingual (Spanish and English) both written and verbal

Benefits

• Your medical benefits begin on your first day
• We provide excellent compensation and retirement programs
• We deliver exceptional paid time off
• We provide tuition reimbursement available after 6 months

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