Technical Support Representative

Myticas’s direct client, based in CA, TX, NY, MN, FL, IL is currently seeking a Technical Support Representative for a Hybrid contract position.

Pay Rate: $20-21/hr on W2.

NOTE: Will need to use personal equipment during the contract.

Can be hybrid in any of the follow locations, location required on resume to be considered:

West Main St Babylon, NY or Wolf Rd Colonie, NY or Robert Pitt Dr Monsey, NY or Liberty St New York, NY or White Plains, NY
Brazos St Austin, TX or Rombauer Rd Coppell, TX or Bryan St Dallas, TX or Allen Pkwy Houston, TX
North Brand Blvd-330, Glendale, CA or Michelle Dr Irvine, CA or -Capitol Mall Sacramento, CA or W.190th Street Torrance, CA
West Adams St Chicago, IL or Lake Cook Rd Riverwoods, IL
West Boy Scout Blvd Tampa, FL
South Fifth St Minneapolis, MN

REQUIRED SKILLS & QUALIFICATIONS:

2+ Years of Experience working in a support center or equivalent environment
General troubleshooting
Computer/browser/network troubleshooting
Ability to be proactive and prioritize issues
Detail oriented and good problem-solving skills
Excellent interpersonal skills.
Good written and verbal communication, ability to articulate complex information clearly
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Ability to follow up and manage open cases until resolved.
Ability to work a flexible schedule
Ability to adjust quickly to changing job duties and processes

Education:

Bachelor’s Degree OR
High School diploma or GED and 2 years’ experience in a customer/technical support environment
PREFERRED: Degrees MIS, Information Technology

Job Description:

Provide technical support to internal and external customers on client products, services, or processes.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Troubleshoot and resolve customer and employee issues for client products and online platforms.
Create and manage cases received through phone, email, and Salesforce cases.
Complete routine/daily requests.
Manage and complete long-term projects.
Manage multiple cases at one time, providing details and updates until resolved.
Work with customers to quickly get to the root of their problem.
Provide timely and accurate customer feedback.
Walk customers through a series of actions to resolve a problem.
Follow up with customers to ensure the problem is resolved.
Escalate to the correct team (technical, content, product management) for a resolution, then liaison between second level team(s) and the customer.
Provide support in the form of procedural documentation.
Keep team informed as new issues arise or processes are updated.
Support co-workers and promote a positive work environment.
Provide training to new employees on our various products/platforms.
Cross train on other products, systems, and processes.
Participate in product or system testing and review as required.