Job Description:
Role: Technical Support Representative
Division: Delivery
Job Code: CSV-001-3-A1
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Company Overview
OnSpot Global is a prominent outsourcing company known for providing exceptional technical support services across a wide range of industries. We pride ourselves on delivering superior customer experiences and helping our clients maintain efficient and reliable technical solutions. We are seeking a proficient and customer-focused Technical Support Representative to join our team and be part of our mission.
Position Overview
As a Technical Support Representative at OnSpot Global, you will play a vital role in delivering technical assistance to customers on behalf of our clients. This position is integral to ensuring the seamless operation of our clients technical solutions and resolving any technical issues or inquiries that may arise.
Key Responsibilities:
- Responding to customer inquiries and technical support requests via phone, email, and live chat
- Troubleshooting and resolving technical issues with products or services
- Providing step-by-step instructions to customers for resolving technical issues
- Documenting and logging customer interactions and technical issues in a CRM
- Communicating with internal teams to resolve customer issues.
- Keeping up to date with the latest industry developments and new products/services
- Recommending solutions to improve customer satisfaction and experience.
- Escalating unresolved issues to the appropriate department/team
- Building a strong relationship with customers and helping them to use the product/service effectively.
Qualifications:
- Proven experience as a Technical Service Representative or similar technical support role
- Strong technical background with experience troubleshooting and resolving technical issues.
- Excellent communication, interpersonal and problem-solving skills
- Strong customer service orientation
- Strong attention to detail and ability to multitask.
- Good understanding of the company's products or services
- Proficient in using customer service software, databases, and tools.
- Bachelor's degree in computer science, information technology, engineering, or related field (preferred).
Note: Some additional or removed responsibilities or qualifications can be added as per the requirement of the employer or specific tasks.
REQUIRED CORE VALUES:
- People Centric: Demonstrated commitment to fostering a culture that puts people first, valuing employees, clients, and partners as the heart of the organization. The ideal candidate will promote a supportive and inclusive work environment that nurtures individual growth and collaboration.
- Extreme Ownership: A strong sense of responsibility and accountability for driving results and achieving goals. You must be proactive in identifying challenges, taking ownership of solutions, and continuously seeking ways to improve processes and outcomes.
- Efficient - Fast, Fast, Fast: A focus on efficiency and agility, with the ability to drive growth initiatives rapidly while maintaining quality and effectiveness. The candidate should thrive in a fast-paced start-up environment, making timely decisions and executing with speed.
- We Are Intrapreneurs: An entrepreneurial spirit that encourages creativity, innovation, and risk-taking within the organization. The candidate should be proactive in exploring new opportunities, challenging the status quo, and fostering an intrapreneurial mindset among team members.
- Beat Yesterday: A commitment to continuous improvement and learning. The candidate should be dedicated to surpassing previous achievements and consistently striving for excellence in all aspects of the role.
- Integrity Matters: Uncompromising integrity and ethical behavior in all professional dealings. The candidate should uphold high moral principles, building trust and credibility with internal and external stakeholders.
This is a full-time remote position. If you are a motivated and results-driven individual, please apply today. We look forward to hearing from you!