Conexess Group is aiding a client of ours in its search for a Technical Support Representative in Franklin, TN!

Job Title: Technical Support Representative
Duties:

• Delivers straightforward administrative and/or other basic business services in IT Support.
• Helps configure, install, maintain and upgrade computer systems hardware and software.
• Performs set tasks to provide operational support for the organization's information systems and peripheral equipment such as application servers, database servers, web servers, desktops, printers and storage devices.
• Experience in iOS or mobile device support
• Good knowledge and understanding of Technical Support and business/operating processes and procedures.
• Works to clearly defined procedures under close supervision.
• Receives telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.
• Serves as single point of contact to end users for information technology-related issues, problems, and requests
• Determines root cause and provides accurate, creative, and timely solutions from basic-to-intermediate software and systems problems to ensure end-user productivity.
• Provide a second level of hardware troubleshooting, repair, and installation on specified product lines to end-users.
• Troubleshoot user inquiries regarding computer software or hardware operation to resolve problems.
• Maintains records of daily communication transactions, problems, and actions taken and follows up on any unresolved issues.
• Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction
• Provides top quality customer service by assisting employees with problems that occur.
• Configures and supports mobile device encryption

• Technical helpdesk or technical call center experience is necessary.
• Strong support/customer services skills
• Strong analytical skills