Call Center Technical Solutions Representative I - (Boca Raton, FL)

Department: Support Supervisor: Technical Support - Call Center Supervisor FLSA Status : Non-Exempt Location : Boca Raton, FL Summary Provides technical assistance and training to system users by performing the following duties. Essential Duties and Assignments include the following. Other duties may be assigned. 1st-level problem resolution regarding system operation. Responds to client inquiries concerning systems operation and diagnoses issues through process of elimination by asking probing questions determining the appropriate solutions. Executes solutions by providing verbal step-by-step instructions to the customer. Instructs users in use of equipment, feature, functionality and best practices. Create Return Material Authorization (RMA) incidents for customer returns/exchange. Expertise to perform customer retention efforts for Cancellation requests. Documents customer interaction into appropriate systems. Coordinates activities with Tier two staff, escalating incidents whenever necessary.