Technical Relations Associate Job Description Samples

Technical Relations Associate Job Description Sample 1:

Job Setting: Online Support Company

The Technical Relations Associate (TRA) is an individual committed to providing outstanding technical service support. The TRA will respond, investigate and resolve inbound customer technical inquiries via phone, email or electronic chat methods from our client’s customers.

RESPONSIBILITIES:

- Respond accurately and efficiently to customer inquiries using client designed processes
- Provide world class technical assistance on customer issues in an efficient manner
- Troubleshoot simple to complex issues, adapting to a variety of skill levels through a positive, analytical, and informative approach
- Educate customers about support options, online tools, and self-help or tutorial training resources
- Meet or exceed contractual service level standards set for productivity and quality of service
- Provide accurate information and/or offer solutions to customers on products and services following company and/or client directed policies
- Improve customer value and satisfaction by promoting/cross selling products and services
- Maintain customer accounts and perform adjustments as required
- Escalate customer inquiries to the appropriate department or second level support function, as defined by client processes when required
- Respect and maintain customer confidentiality at all times
- Remain current on all products and services being offered
- Participate in client upgrade and ongoing training
- Participate in coaching meetings or team huddles with respective Manager

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

QUALIFICATIONS:

- High school diploma (equivalent) or a combination of high school and relevant experience
- Relevant experience in retail, technical support, help desk support, or customer service
- Proficient computer skills
- Detail oriented, adaptable, personable, and reliable
- Multi-tasking and keyboarding skills
- Excellent verbal and written communication skills
- Flexibility to work various shifts in a 365 day per year environment
- Must be self motivated with a passion for innovative technology
- Positive attitude and proven ability to work effectively without direct supervision
- Effective listening skills and adept at understanding customer needs
- Proven success providing excellent customer service
- Broad understanding of computing technology including: hardware components, data storage, operating systems, software applications, common peripheral devices, and external connectivity
- Previous Hardware/Software troubleshooting experience considered an asset
- Sales experience in a technical field, discussing the specifications and benefits of various products with potential customers considered an asset
- Contact centre experience considered an asset
- Satisfactory Criminal Record Check required (Credit check may also apply)