Technical Customer Support Rep
- Job Title
- Technical Customer Support Rep
- Job ID
- Baltimore, MD
- Other Location
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies, to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record
Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project based work.
Conexess Group is aiding a Baltimore based client in their search for a Technical Customer Support Rep. This is a long term opportunity with a competitive compensation package.
- Provide first level customer support via the telephone for all technology products and services.
- Works with business and Systems customers to answer questions and resolve problems related to products and services.
- Resolves problems related to products and services for multiple LOB's.
- Resolves issues within a specified timeframe or refers to a qualified CSD service provider for follow up.
- Diagnose customer technical problems and provide creative solutions and alternatives that meet business needs.
- Provide just-in-time training over the phone as needed.
- Refer unresolved issues and escalate problems to appropriate CSD technical support groups identified in the Customer Support Process.
- Maintain documentation on incoming calls via Problem or Request Management System including steps and actions taken to resolve customer issues.
- Identify opportunities for process improvement and problem elimination.
- Continually focus on learning new technologies to support rapidly changing and expanding environment.
- Works as a proponent/advocate for customer issues and concerns in all interactions with CSD service providers. Present a positive, customer-focused image.