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Customer Support Coordinator

Location: Rockville Region
Category: Information Technology
Employment Type: Contract
Contact: itc.rockville@hirestrategy.com

Our client is seeking multiple Technical Support Specialists in Rockville, MD. Ideal candidate will have at least 2 years of experience providing exceptional technical customer service support in a call center setting. 

 Primary Responsibilities:

  • The Technical Support Specialist will answer customer’s inquiries using various mediums concerning systems operation. 
  • Diagnose system hardware, software and operator problems.
  • Recommend or perform minor remedial actions to correct problems based on knowledge of system operation.
  • Speak to customers to learn procedures followed to diagnose source of error. 
  • Determine whether problem is caused by hardware such as modem, printer, cables or telephone. 
  • Communicate with co-workers to research problem and find solution.
  • Talk to programmers to explain software errors and/or to recommend changes to programs.
  • Refer major hardware problems to other personnel for correction.
  • Assist customers in refreshing damaged files required to run software including operating system files, modem and printer drivers and monitor/video drivers.

Qualifications:

  • Must have at least 2 years of technical customer service experience in a call center environment
  • Ability to gather information quickly and thoroughly and efficiently to assist customer needs.
  • Must be able to creatively research and identify problems while working in a fast-paced environment with constantly changing priorities.
  • Strong written and oral communication skills are required; must be able to quickly and accurately document calls and concerns from customers.
  • Must have a strong working knowledge of one or more of the following - Win 95/98, dial up networking, TCP/IP, modem configurations, Microsoft Office; web browsers such as Internet Explorer, Chrome, Firefox, and Safari.