Technical Support Representative

Job Description

The Technical Support Representative will provide technical support to customers and staff for website and online testing center navigation and troubleshooting.

Duties and Responsibilities

Customer Technical Support

  • Answer incoming calls and provide support to callers experiencing technical issues with online testing system
  • Troubleshoot with customers and support team to diagnose tech issues and walk customers and staff through the steps needed to fix various problems
  • Submit service requests to tech support vendor for issues that cannot be resolved internally and follow through to ensure issue resolution
  • Respond to help request emails for tech support
  • Develop and execute communications plan for new product launches and changes to existing products
  • Train customers and staff on new systems and updates

Content Management

  • Manage and edit current digital content
  • Data entry and formatting for online testing center
  • System admin for online testing center and content management site

Administrative and Reporting

  • Serve as back up to customer support team
  • Produce system and product reports for management
  • Assist with logistics for events, as needed

Qualifications

  • Associate’s degree in related field required, bachelor’s degree preferred
  • Minimum of one year experience in similar role preferred
  • Competent in Microsoft Office Suite 
  • Salesforce experience preferred
  • Detail oriented with excellent communication and interpersonal skills, including problem-solving
  • Strong customer service a plus
  • Ability to interact with leadership and general public at a variety of levels with integrity and professionalism
  • Ability to handle confidential information 
  • Ability to achieve desired results while working independently or collaboratively in a team environment

Additional Information

Salary commensurate with experience. Excellent benefits package.

Job Type: Full-time

Language: English

To Apply:

Please send a cover letter and resume to hr@nims-skills.org.