Job Title : Customer Technical Support
Location : Grand Blanc, Michigan
Job Type : Full-Time
Job Overview:
The Customer Technical Support role is responsible for assisting customers with troubleshooting, diagnosing, and resolving technical issues related to our products and services. The primary goal is to ensure a positive customer experience by providing prompt and effective solutions, while maintaining high customer satisfaction standards.
Key Responsibilities:
- Provide technical support to customers via phone and email, diagnosing issues and guiding users through solutions.
- Troubleshoot and diagnose hardware, software, firmware issues, including operating systems, applications, and network problems.
- Assist with the installation, configuration, and maintenance of software and hardware systems.
- Document customer interactions and technical issues in the support ticket system, ensuring clear and accurate records.
- Work closely with internal teams, such as engineering and development, to escalate complex technical issues for resolution.
- Maintain and update knowledge base with solutions, FAQs, and troubleshooting guides.
- Follow up with customers to ensure the issue has been resolved satisfactorily and provide any additional support as needed.
- Stay up-to-date with product updates, new features, and common technical issues to improve support quality.
- Maintain a high level of professionalism and empathy while dealing with customers.
Skills & Qualifications:
- Proven experience in a technical support or customer service role, preferably in a technology-related industry.
- Strong knowledge of Windows including installations, settings, and networking.
- Familiarity with BIOS.
- Basic knowledge of wireless operation and connections on a Windows PC.
- Knowledge and experience with Microsoft Office.
- Ability to disassemble and assemble electronic equipment (at a simple level)
- Logical and systematic approach to troubleshooting.
- Ability to explain technical concepts in a clear and understandable manner to non-technical customers.
- Positive attitude and approach to customers.
- Ability to self-start, work independently, and as part of a team.
- Proficiency in using ticketing systems and customer relationship management (CRM) software.
- Experience with remote troubleshooting tools is an advantage.
Education & Experience:
- High school diploma or equivalent required; Associate degree or higher in Computer Science, Information Technology, electrical engineering/technician or a related field preferred.
- 3+ years of experience in a technical support or IT-related role.
Working Conditions:
- Office-based
- Full-time, potential flexible time
- Occasional after-hours may be required, depending on the customer’s time zone or critical issues.
- Small established company where being team player and ability to take on tasks unrelated to your main role is a must.
Benefits:
- Competitive salary and benefits package.
- 401K, vision/dental/medical