Technical Customer Service Representative

Job Title Technical Customer Service Representative

Jobid US57L8BM_BH1430691

Location: Jacksonville, FL, 32232, USA

Description **Job Description**

The Technical Support Associate I responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.

**Essential Functions/Core Responsibilities**

• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems

• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products

• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Clarify customer requirements; probe for understanding

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

**Candidate Profile**

• Associate’s Degree in related technical discipline with six years of related technical experience preferred
• Achieve and maintain recognized and applicable technical certification(s)

• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)

• Working knowledge of client technical systems

• Courteous with strong customer service orientation

• Ability to effectively communicate, both written and verbally

• Ability to learn including strong problem solving skills

• Dependable with proficient attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Ability to work as a team member, as well as independently with minimal supervision

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Able to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required

**Why Kelly** **®** **?**


With Kelly, you’ll have direct connections to leading IT organizations in the best companies aroundthe globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunitieswill help you take your career exactly where you want to go. We work with 95 of the Fortune 100™companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:people like you.

Last year we found 8,000 opportunities for IT professionals. Let us help advance your careertoday.

**AboutKelly Services** **®**


As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.