Support Technician

Specialization Description

Contact Center Customer Service: Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:

• Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc.)
• Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools
• Recommending alternative products or services (e.g., warranties) as part of customer issue resolutionThis position is not compensated based on achievement of sales targets. Work Environment: Typically located in a call center environmentSpecialization Match Note: Incumbents matching to this specialization are typically considered tier-one support. Incumbents who provide tier-two support should be matched to Field Service Engineering. For tier-three support please consider matching to Technical Support Engineering (High Tech).

Level Description

An experienced support level position that requires a basic knowledge of a given job area and tools, typically seen through work experience as well as vocational or technical training. Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation to achieve business results for a given area of a department or function.