Technical Customer Support Associate

$45,000 - $60,000/Yr

Lcg - Rockville, MD

Full-time - Entry Level

Remote - Rockville, MD

Administrative and Support Services

About the position

The Technical Customer Support Associate is responsible for delivering exceptional customer service by addressing inquiries related to IT and technical issues, program policies, and operations. This role involves utilizing approved documentation to provide accurate information and support through various communication channels, including phone, email, and live chat. The associate will also document interactions and escalate unresolved issues as necessary, while staying updated on relevant knowledge resources.

Responsibilities

• Respond to customer inquiries regarding general model and program policy, technical questions, and program operations.
• Utilize customer approved scripts, FAQs, User Guides, and other public-facing documentation to provide accurate and consistent information.
• Ensure all responses are aligned with the approved Knowledgebase Articles and other authorized resources.
• Address customer inquiries through various channels, including phone, email, and live chat.
• Maintain a professional and courteous demeanor in all customer interactions.
• Provide clear, concise, and accurate information to customers.
• Document all customer interactions and inquiries accurately in the designated system.
• Update customer records with relevant information following each interaction.
• Escalate unresolved inquiries to the appropriate tier or department as necessary.
• Stay updated with the latest information and updates in the Knowledgebase Articles and other approved resources.
• Attend training sessions and team meetings to stay informed about changes in policies, procedures, and systems.
• Identify and troubleshoot basic technical issues reported by customers.
• Provide step-by-step guidance to customers to resolve common technical problems.
• Escalate complex technical issues to the appropriate technical support team.

Requirements

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Previous experience in a customer service or helpdesk role is highly desirable.
• Strong communication skills, both verbal and written.
• Proficiency in using helpdesk software and customer support tools.
• Basic understanding of IT and technical support principles.
• Ability to follow approved scripts and documentation accurately.
• Strong problem-solving skills and attention to detail.
• Ability to work in a fast-paced environment and handle multiple inquiries simultaneously.
• Excellent interpersonal skills and a customer-centric attitude.

Nice-to-haves

• Demonstrated ability to effectively use Microsoft 365 Copilot to enhance productivity in daily customer service tasks, including drafting customer communication templates, generating service reports, summarizing client interactions, and preparing training materials.
• Skilled in guiding team members to leverage Microsoft 365 Copilot tools to improve collaboration, streamline customer service workflows, and enhance overall client support efficiency.

Benefits

• Dental insurance
• Disability insurance
• Health insurance
• Paid holidays
• Retirement plan
• Vision insurance