Technical Support Representative (Orlando)

My Florida Regional MLS

Career Field Computer/IT – All, Customer Service, Entry-Level
Job Duration Full Time
Job Shift Day
Minimum Education High School or Equivalent (GED)
Salary Offered Open
Relocation Assistance Not Available

This position focuses on first contact resolutions, complete and accurate documentation, adherence to standard procedures, troubleshooting and is responsible for resolving a high number of inquiries with exceptional quality of work. Problem resolution may involve the use of diagnostic and help request tracking tools.

-Field incoming help requests from users via telephone, e-mail,
walk-ins and chat in a courteous manner.
-Prioritize and escalate problems (when required) to the
appropriately experienced representative.
-Record, track, and document the request problem-solving process,
including all successful and unsuccessful decisions made, and
actions taken, through to resolution.
-Apply diagnostic utilities to aid in troubleshooting.
-Access software updates, drivers, knowledge bases, and
frequently asked questions resources on the Internet to aid in
problem resolution.
-Identify and learn appropriate software and hardware used and
supported by the company.
-Test fixes to ensure problem has been adequately resolved.
-Perform user acceptance testing for modified or new products.
-Perform post-resolution follow-ups to requests.
-Assists with developing help sheets and frequently asked
questions lists for users.

Position Requirements:
College diploma or university degree in the field of computer
science and/or 2 years equivalent work experience. Industry
certifications (i.e. CompTIA A+, CompTIA Network+, MCP,
MCDST, or other useful certifications)

-Bilingual is a plus but not required.
-Knowledge of Microsoft Windows operating systems, Microsoft Office products, Outlook & Outlook Express, Internet Explorer, multiple web browsers, software and hardware based firewalls, various printers, various spyware removal utilities, and Internet.
-Knowledge of MACs is a plus but not required.
-Good written and oral communication skills.
-Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
-Strong documentation skills.
-Ability to conduct research into a wide range of computing issues as required.
-Ability to absorb and retain information quickly.
-Ability to present ideas in user-friendly language.
-Self motivated and directed.
-Keen attention to detail.
-Proven analytical and problem-solving abilities.
-Ability to effectively prioritize and execute tasks in a high-pressure environment.
-Customer service orientation.
-Experience working in a team-oriented, collaborative environment.
-Able to deal diplomatically with members.
-Good speaking voice, pleasant personality.

Thank you for your consideration.