Technical Support Representative / Help Desk

Full Time
USA
Posted 11 months ago

Job Code

HEXA061

Role

Technical Support Representative / Help Desk

Job Location

Iselin, NJ

Job Description

  • Provide configuration and troubleshooting of Windows and MAC based computer systems and DAWs to customers.
  • Generate knowledge base entries, both written and in video tutorial formats
  • Communicate directly with customers either by telephone, chat, online requests, or service requests.
  • Respond to customer inquiries, complaints, and service requests within specified department metrics.
  • Handle and resolve or appropriately escalate customer complaints to achieve high customer satisfaction interaction scores.
  • Obtain and evaluate all relevant information to handle inquiries and complaints.
  • Process replacement parts orders.
  • Provide customers with presales product and service information.
  • Provide support to customers to help resolve potential account issues, including research of online purchases.
  • Communicate and coordinate with internal departments as required.

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