Technical Support Analyst I
8775 Baypine Road Jacksonville, FL 32256 US
Job Description
Technical Support Analyst I
Job Summary:
The Technical Support Analyst focuses primarily on managing our customers with both voice calls, incoming and outgoing phone contact, e-mail, and web-based chat. We strive to serve our customer over digital service channels which is supported by advanced technology: email, global chat, Zoho chat, and VOIP contact.
Duties/Responsibilities:
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting and diagnostic techniques and pertinent probing questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process/troubleshooting procedures.
• Provide accurate information on products or services.
• Record events, problems, and their resolution in Zoho.
• Provide excellent customer service via phone or email.
• Follow up and update customer status and information if call back is necessary.
• Identify and suggest possible improvements on procedures, upgrades, repairs, new applications, and equipment testing with management approval.
Required Skills/Abilities:
• Proven experience as a help desk technician or other related customer support role.
• Tech savvy with working knowledge of office automation products and databases.
• Good understanding of computer systems, mobile devices, and other tech products.
• Familiarity with UAT processes, Integration processes, RMA processes, and QA processes.
• Excellent oral communication skills & proficiency in English.
• Highly motivated, detailed oriented, self-driven and reliable.
• Customer- oriented and cool- tempered.
• Attention to detail.
• Effective listening skills.
Education and Experience:
• High school diploma or equivalent required.
• Customer Service experience preferred.
Schedule:
9:00 AM to 6:00 PM, Monday to Friday
On-site work: This role requires on-site presence; no remote/hybrid work.
Must have reliable transportation to commute to 32256
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.
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What to expect when working with Kavaliro
Just like with our clients, we build our process to meet each individual candidate s needs. Our recruiters take the time to listen to your career goals and ambitions, then work one-on-one with you to help place you in a company that provides the best professional fit.
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Call us with a detailed overview of your experience, skills, background, and goals. If you are local and prefer, we will set up a face-to-face interview.
02
You will be asked to complete an online assessment form to assess your skill level. At the same time, your references will be checked.
03
Your Kavaliro recruiter will discuss and review potential job opportunities.
04
When you and your recruiter agree on a potential match, you ll be briefed with helpful insight into the client s needs.
05
When you begin your employment tenure with the client, Kavaliro will continue to be there to support you in your career.
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