Technical Support Representative / Help Desk
- 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.