Technical Support Representative – Video Conferencing Tier 2 in Rockledge, FL, US at TTEC

Date Posted: 8/28/2018

Job Snapshot

Job Description

Deliver amazing customer & technical support in a contact center environment that enables you to experience all of the rewards a large, respected organization has to offer!  You’ll use your interpersonal and technical skills to educate business customers on our products, resolve their issues, and get them back up and running quickly and efficiently.

What you’ll experience in this career :

•         Communicate with customers via telephone or in written form, such as through e mail, letters, faxes, chat and forum posts
•         Answer customers’ questions, lead them skillfully through the network technology and assist them in using our products to effectively operate their business
•         Use computer-based tools and problem-solving skills to identify, research, isolate, and resolve customer issues
•         Identify areas of opportunity within your defined scope of support, report on them and help us get better at what we do

Experience you’ll need to be successful :
•         Previous work experience in a call center environment in TSR position or IT related background in general
•         Passion for & commitment to delivering the best support experience in a Business to Business (B2B) environment
•         Ability to adapt to a dynamic work environment with frequent new product releases and updates
•         Ability to communicate effectively with all customer types
•         Technical aptitude with an ability to explain technical concepts to a varied audience
•         Excellent soft and interpersonal skills
•         Strong problem-solving skills to diagnose and logically resolve customer problems using good judgment, acquired knowledge of Client products, and tools such as the Client knowledge base and publicly available common knowledge sources
•         Proficiency in troubleshooting of multiple computer operating systems (i.e. Windows, Macintosh)
•         Proven ability to support various hardware environments, standard applications (Microsoft Office)
•         Experience using video conferencing tools like Skype for Business, Zoom, Blue Jeans, Citrix, or other
•         Ability to understand cabled and wireless networks
•         Strong email, word processing, and web usage skills
•         Strong understanding of consumer electronics
•         Ability to analyze, evaluate and resolve complex situations
•         Ability to organize and prioritize workload
•         Ability to educate customer on Client products and capabilities while using Client knowledge base and other common knowledge sources publicly available
•         High school education (or equivalent) with engineering or computing focus, if applicable… Some relevant college or tech school preferable.
•         Proficient with Chrome OS (Meetings for Chrome & Zoom specifically)
•         Proficient with Linux (Hardware configuration)
•         Proficient with MacOS (Facetime, Quick time, Zoom, Webex)
•         Proficient with Windows 7-10

•         Proficient with Salesforce

•         Biometric/Facial Recognition software/hardware

•         Helpdesk Support and Troubleshooting experience (Hardware and OS driver specific)

•         IT Documentation – Support tickets, bug tracking software

•         Ability to provide detailed instructions on installation of advanced video conferencing systems via email and voice

•         Proficient with Microsoft Surface Tablets (All versions)
Certifications :

•         Microsoft Certified Technology Specialist

•         Zoom

•         Cisco Webx

•         Bluejeans

•         Amazon Chime

•         Skype For Business

•         Skype Room System (SRS)

•         Microsoft Teams

•         Meetings for Chrome
Our customer experience champions like you receive :
•         Competitive pay plus performance-based bonuses
•         Continuing education
•         Career advancement opportunities
•         Employee Rewards and Discounts
•         And much, much more!

TTEC (formerly TeleTech) requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TTEC (formerly TeleTech) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.