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Technical Support Rep-Columbia, MD

The Technical Support Representative is responsible for assisting with the installation
and configuration of products, answering customer questions about  products,
researching or escalating cases that require additional attention to reach resolution, and
help users solve problems using solutions. This role sets the example for quality
customer service and demonstrates professionalism in the handling of support cases and
escalations. This position requires frequent interaction with the product engineering and
sales departments.

Duties and Responsibilities:
• Take ownership of customer issues, see problems through to resolution and
provide enterprise level technical support to customers via phone, email and other
support channels as required
• Support customers during installation, configuration and tuning of their
environments
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
related to application use, design and configuration
• Provide prompt and accurate feedback to customers
• Effectively communicate complex technical issues to a broad range of customers
and departments, such as product engineering, product
management and sales
• Document and record all activity and communication according to departmental
standards
• Draft user and administration guides
• Participate in regular support team meetings

Skills and Specifications:
• Exceptional troubleshooting and customer handling skills
• Complete knowledge of all Windows platforms
• Working knowledge of Citrix
• Excellent written and oral communication skills
• Exceptional organizational, prioritization and time management skills
• High technical aptitude for assimilating technical concepts and new technology
• Resourceful team player with strong interpersonal skills
• Ability to work flexible hours, which may include early morning hours, late night
hours or weekend hours

Experience:
• Bachelor’s degree in Computer Science or related field
• 3-5 years experience in a technical support role
• System Administration/Support experience in Windows and Mac environments