[Hiring] Technical Services Representative Level I @Genea

Role Description

The Technical Service Representative Level I (Part-time) will be an integrated member of the implementation and on-call customer technical support team. This individual will have a key role in responding immediately to customer service needs.

• Provide telephone, chat and email support to customers and tenants for troubleshooting requests & incidents
• Use Zendesk to log all requests & incidents including detailed information for every incident & utilize the CRM to track physical assets
• Assist with the configuration and setup of equipment in support of Genea deployments
• Escalate incidents to appropriate level
• Perform other related duties as assigned by management

Qualifications

• 1-3 years previous technical support experience
• Basic knowledge of IPv4 networks, VLAN, remote connection tools
• Experience learning and helping others to use software/web-based applications
• Ability to work in a collaborative team environment
• Flexible work schedule that may include early, late or night shift, weekends and holidays
• Experience using Microsoft Office products (Outlook, Word, Excel)
• Experience using Zendesk or other case management systems
• Ability to accurately document detailed after-hours activity and any customer incidents, including resolution
• Ability to communicate and interact effectively with all levels of the internal team and customers
• Ability to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality
• Excellent verbal and written communication skills
• Strong attention to detail and desire to excel at assigned work
• Ability to adhere to defined processes consistently

Requirements

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Benefits

• Competitive benefits including remote work options
• Comfortable work-life balance
• Paid time off (PTO)
• Personal and family health insurance options
• Paid family leave
• Development/training opportunities

Contract Duration

Through the end of the year, with the possibility of extension or conversion to a full-time role based on business needs.

Part-time Working Hours

20 hours per week (scheduled)

• Saturday: 10:00 AM – 8:00 PM
• Sunday: 6:00 AM – 4:00 PM