Technical Customer Support Representative in Tempe, AZ at Volt

Date Posted: 9/14/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Tempe, AZ
  • Job Type:
  • Duration:
    16 weeks
  • Date Posted:
    9/14/2018
  • Job ID:
    131841
  • Contact Name
    Volt Branch
  • Phone
    919/789-6953

Job Description



Volt is looking for a skilled and reliable Technical Customer Support Representative to become a key part of the Customer Care team. The candidate will provide direct technical support to customers, by phone and email. The ideal candidate is capable of working in a fast paced and constantly evolving technical environment, and will have experience in providing exceptional technical support and customer service.

Position is a 40 hour work week, plus potential on call opportunities. 

PRIMARY DUTIES AND RESPONSIBILITIES: 
• Field requests for technical assistance via telephone and email from Customers and Partners (resellers) using the iTRACS suite of data center management software products. 
• Log and document all aspects of technical issues in the Support ticketing system, from problem description and identified cause, through resolution and delivery of solutions. 
• Follow up on all correspondence with customers to ensure the highest level of satisfaction is maintained throughout the problem and resolution identification and delivery process. 
• Document new and existing problems and solutions in the knowledge base for future use by internal and external users of iTRACS software. 
• Assist in testing software and reporting discovered bugs and enhancement requests to the Quality Assurance Team. 
• Field and process requests for routine additions and desired enhancements to the software. 

QUALIFICATIONS AND EXPERIENCE: 
• Minimum completed Associate's Degree required. Bachelor's Degree preferred. 
• Minimum three (3) plus years of technical customer support experience. 
• Tier 2 and tier 3 customer support experience is a plus. 
• Previous experience working on-call shift required. 
• Exhibit a high level of proficiency in troubleshooting a wide range of software related issues. 
• Critical thinking and analytical skills, with emphasis on identifying and resolving previously unknown and/or unreported problems. 
• Excellent verbal and written communication skills. 
• Must be a self-starter, able and willing to work at a high level independently, as well as collaboratively as part of a team, even under highly stressful situations. 
• Must be able to multi-task and have the ability to prioritize daily workload. 
• Ability and commitment to meet deadlines. 
• An understanding of networking and networking based technologies. 
• An understanding of relational database structure and queries. 
• Proficiency with all of the most commonly used Windows Operating Systems, including Microsoft’s server based operating systems (7, 10, Server 2012). 
• A good working knowledge of Microsoft Office tools. 
• Must be willing and able to work outside your “comfort zone” and take on duties that fall outside of the traditional technical support role. 
• Familiarity with CRM or Helpdesk case management (SalesForce experience is a plus). 


DESIRABLE SKILLS AND QUALIFICATIONS: 
Knowledge of network and physical infrastructures (cabling). 
An understanding of, or experience with data center Infrastructures. 
An understanding of, or experience with database (SQL Server) and web (Apache) technologies.

Volt is an equal opportunity employer