Babich & Associates - Dallas, TX
posted about 2 months ago
The Technology Support Representative serves as the primary point of contact for all technology-related inquiries, ensuring that customer requests are addressed promptly and effectively. This role requires a deep understanding of the products, tools, and services offered, along with advanced problem-solving skills to assist customers in navigating technical issues. The representative will be responsible for remote installations, training, technical support, and maintenance of software and devices, ensuring that clients receive comprehensive assistance tailored to their needs. In addition to remote support, the Technology Support Representative may be required to visit clients on-site to perform installations, training sessions, product demonstrations, and troubleshooting. This hands-on approach allows for a more personalized service, ensuring that customers are fully equipped to utilize the technology effectively. The representative will also provide on-call assistance for after-hours issues, demonstrating a commitment to customer service and support. The role involves analyzing customer needs, identifying problems, researching issues, and recommending appropriate solutions. The representative will log and track inquiries, maintaining detailed records and documentation to ensure a smooth resolution process. Coordination of customer issues related to features, quality, warranty, cost, and technical matters is also a key responsibility, along with managing inventory status and submitting purchase orders to meet customer demands. Additionally, the Technology Support Representative will oversee incoming and outgoing shipments, order fulfillment, and customer returns, ensuring compliance with hardware and software regulations. Continuous training will be essential to develop expert-level proficiencies in the products, services, tools, and procedures offered by the company.