Kforce has a client that is seeking a Product Support Representative in Houston, TX.
Responsibilities:
Product Support Representative will provide technical support regarding our products to our customers experiencing usage or performance-based issues
Monitor email and phone communication (both internal and external) to acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies promptly and properly
Determine the cause of the problem
Handle problem recognition, research, isolation, resolution, and follow-up for issues that arise, properly document, and escalate more complex problems to supervisor or technical staff
Log and track calls and maintain history records and related problem documentation
Attention to detail both in communications and monitoring requirements for production systems
As a Product Support Representative, you will maintain an exceptional level of service and adhere to contractual customer performance requirement
Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service
REQUIREMENTS:
Associates degree in Computer Science or related discipline and 3 years of experience or Bachelor's degree with one year of experience
Typically requires a minimum of 3 years of help desk support or equivalent
Strong understanding of help desk support principles including documentation and issue ownership
Working knowledge of Windows Operating Systems and Microsoft Office applications
Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting
Strong analytical skills and reasoning ability to identified solutions to technical issues
Ability to effectively communicate technical information to both customers and management in written and verbal form
Ability to independently manage your time and handle multiple tasks
Flexibility to work extra hours as required
A+ Certified (not required)
Familiarity with tolling industry (not required)
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.