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Techncial Support Representative
at AGILANT SOLUTIONS INC.
Port Washington, NY

Techncial Support Representative
at AGILANT SOLUTIONS INC.
Port Washington, NY

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Description

Job Description

Technical Support Representative

Position Summary:

Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, network connectivity inquiries, uninstalling/reinstalling basic software applications, verifying proper hardware and software set ups. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. They will be a key person on the Customer Support Team and Information Technology division, working directly as part of the resolutions and subject matter experts group.

 

Duties and Tasks/Essential Functions:

  • Responsible for maintaining a professional and satisfied relationship with clients and customers by providing product and service troubleshooting
  • makes use knowledge bases and proprietary troubleshooting techniques to resolve a customer’s technical issue in a timely manner
  • Deliver service and support to end-users via phone, remote connection or over the Internet;
  • Interact with retail store associates to and help customers by providing and processing information in regards to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
  • Assisting customers and properly, diagnosing the root cause of their technical issue,
  • Responsible for maintaining client relationships through Technical Support for existing customers who have questions and concerns about a product or service.
  • Diagnose and resolve technical hardware and software issues
  • Research required information using available resources;
  • Identify and escalate priority issues per Client specifications;
  • Follow up and make scheduled call backs to customers where necessary;
  • Stay current with system information, changes and updates

 

Required Skills, Knowledge, & Qualifications:

  • Previous experience working in a call center or help desk enviorment
  • Experience working for an IT Retailer or Supplier (e.g. Best Buy, Geek Squad, Office Max)
  • Previous experience or working knowledge in data entry, use of troubleshooting and systems inspection software to assist customers and properly diagnose the root cause of their technical issue, (preferred)
  • Previous Call center/ Help Desk experience (preferred)
  • Excellent communications skills
  • Knowledge of relevant software computer applications and equipment;
  • Prioritizing and Multi-tasking capabilities;

Company Description

As a leading digital transformation company, Agilant Solutions Inc. (formally ASI Systems Integration Inc.) builds world-class IT solutions that fit the unique requirements of our customers. Representing the most influential OEMs in the industry, ASI rides on the cutting edge of the technology wave. We provide Business Advisory and Consulting Services, Digital Transformation as well as Operational Services including Infrastructure Optimization, Security, Mobility, Cloud and Big Data. Our services and solutions are customized to the client’s individual IT needs and goals which strive to reduce business complexity, increase agility and deliver faster time to value.

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