Technical Support Specialist

  • AAA Personnel Services
  • Reno, NV, USA
  • Oct 04, 2018
Full time Telecommunications

Job Description

Technical Support Specialist - VO Technical Agent Job Description

General Description:

The Technical Support Specialist will provide exceptional customer service experience to small businesses currently defined as under $1000 monthly recurring revenue, located primarily in North America. This enterprises-level assistance will be to provide our Client’s VoIP telephone customers. Able to diagnose and troubleshoot software and hardware problems and help the customer install applications and programs on their VoIP telephones.  The Technical Support Specialist responsibilities include resolving network issues, configuring VoIP telephone systems and using remote desktop connections to provide immediate support. You will use phone, email and chat applications to give customers quick resolutions to issues they encounter with their systems.  All troubleshooting tickets must be accurately entered into our Client’s Salesforce, CRM application. Case submissions are via Web Portal and or Client Internal Escalations. Telephone (Inbound, Outbound, and Transfers) should define a percentage of each and what calls are considered transfers, chat VO Technical Agent take chat. To excel at this position you should be a natural helper, enjoy assisting people with technical issues and are able to explain technical details in a simple matter of fact manner. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical issues.

Primary Job Functions:

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configurations
  • Ask customer targeted open-ended questions to quickly understand the root of the problem
  • Track computer system issues through resolution, within agreed time limits
  • Talk the customer through a series of actions, either via phone, email or chat, until their technical issue has been resolved
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to the customer
  • Refer to internal database or external resources to provide accurate technical solutions
  • Ensure all issues are properly logged into the appropriate data base
  • Able to prioritize and manage several open issues at one time
  • Follow up with the customer to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals



  • Must be at least 18 years of age
  • Must have a HS Diploma/GED
  • Must be able to pass a background check
  • Able type a minimum of 30 WPM
  • Technical/Customer Service Experience – 1-2 years
  • Punctuality (Good Attendance)
  • Professional Demeanor
  • Computer Skills
  • Detailed Oriented
  • Ability to provide step-by-step technical help, both written and verbal
  • Ability to provide responses to customers with little technical knowledge
  • Ability to diagnose and troubleshoot basic technical issues
  • Good understanding of computer systems, mobile devices and other tech products
  • Strong communication skills both verbal and written
  • Strong reading and comprehension skills
  • Strong analytical skills, able to multitask
  • Solid experience in problem solving and resolution skills
  • Able to work in a fast pace call center environment


Desired Skills:

  • Proven work experience as a Technical Support Specialist, Desktop Support Engineer, IT Help Desk Technician or similar role


Company Offers:

  • Full time work hours
  • Paid training
  • Opportunity to earn bonuses
  • Advancement/career opportunities (WE PROMOTE FROM WITHIN) 85% of our current managers have been promoted into their current positions
  • Benefits offered after completion of 60 consecutive work days
  • Ask about our exciting new on site market and how you can receive lunch on us


Physical Demands:

Must be able to remain in a stationary position for long periods of time, constantly operates a computer, telephone and other office equipment as needed.