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Latitude, Inc. Help Desk Technician in Washington D.C., District Of Columbia

We are looking for a Technical Support that will provide Tier 1 support to end users and resellers. Provide troubleshooting and technical support via phone, web-based tools and email. Advise customers regarding the product's proper use and address specific user issues

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The work environment characteristics described here are representative of those that a team member encounters while performing the essential functions of this job.

JOB DUTIES:

  • Helping customers solve technical issues with our products

  • Answering questions from customers and prospective customers about the features and capabilities of our products.

  • Responsible for following standard practices and procedures when answering customer problems.

  • Responsible for documentation of all pertinent information concerning customer calls.

  • Responsible for following escalation procedures to ensure quality and timely resolution of customer problems.

  • Maintain effective communication with team members to provide assistance in solving customer issues.

  • Establish and maintain work habits that allow for the timely resolution of customer problems.

  • Performs related duties as assigned.

JOB SPECIFICATIONS:

  • BS/BA in a technical field; OR a combination of experience, education and training equivalent to a four-year degree.

  • Experience with diagnosing and troubleshooting software problems in a customer support function.

  • Strong technical and analytical skills.

  • Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success.

  • Innovative thinker who is positive, proactive, and readily embraces change.

  • Must have excellent time management and customer service skills.

  • Strong written and verbal communication skills.

  • Must work well in a team environment and maintain high standard of professional conduct.

  • Flexibility, self-motivation and demonstrated ability to take responsibility are requirements.

  • Experience with banking operations and credit card processing a plus.

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