Technical Suport RepresentativeTouchTunes Music Corporation
Monitor and respond to client inquiries and support requests via phone, email, and web forum for technical service
Provide professional service to our client and partner base
Assign and follow up on Warranty Return Authorization on parts
Gather pertinent information by asking proper troubleshooting questions
Solve and document all incoming calls in customer service database
Process with follow-up as required
Keep a good working relationship with all departments and communicate all issues of concerns
Escalate calls to Level II support when necessary
Handle special projects
Ensure productivity standards and metrics are maintained
Perform all other tasks inherent to manage incoming technical service calls
Positive language skills
Efficient time management skills
The ability to work independently and efficiently to meet deadlines.
Able to promptly answer support related email, phone calls and other electronic communications.
Self motivated, detail-oriented and organized.
Experience with hardware, software, and audio issues.
Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
Typing proficiency: 40-60 wpm.
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. A high school diploma is required.