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Technical Support Representative

Alpharetta, GA 30022
The Technical Support Representative will be supporting our 24/7 program with all technical support issues. In this role, you will respond and resolve all requests via the customer’s web portal, email or by phone. It is imperative for this individual to have a professional company image through phone interaction. The role is required to work harmoniously with the Customer Support Director, Customer Support team members, MDM Manager, Warehouse Manager and the Client Manager team to provide the best outcome for the team and the customer.

Major Tasks, Responsibilities and Key Accountabilities:
  • Answer phones and respond to customer requests
  • Place customer request in the Sonar Ticketing system
  • Update information in the ATT Jasper Portal
  • Support Knox and the customer Knox Portal
  • Preform technical support on Samsung Galaxy Tablets
  • Transfer customer calls to appropriate staff
  • Identify, research, and resolve customer issues using Sonar and Outlook
  • Follow up on customer inquiries not immediately resolved
  • Recognize, document and alert the manager of trends in customer calls
  • Recommend process improvements
  • Other duties as assigned
  • Maintain high leveled stats
  • Attend and participate in company and or customer meetings as required
  • Train and support new team members
  • Meet and exceed Department SLAs
Required Qualifications (Education, Experience & Skills)
  • 3-5 Years of Customer Service, Call Center, Order/Data Entry or related experience
  • Microsoft Suite experience (Word, Excel, Power Point, Outlook)
  • Ability to type 40 wpm 
  • Telecom experience and knowledge (wireless preferred)
  • Technical Support Experience and knowledge
  • The ability to work and interact effectively in a fast-paced team environment
  • Well-developed written and verbal skills
  • Ability to plan, schedule and monitor multiple concurrent tasks to meet agreed deliverables and deadlines
  • Must have strong customer service and customer responsiveness skills, and have the ability to communicate in a pro-active and professional manner
  • Demonstrated data entry accuracy and attention to detail a must
  • Maintains Peak-Ryzex’s professional and customer centric reputation

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