Technical Support Representative / Help Desk

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.