Technical Support Representative

Beacon Hill is partnering with a client that is looking for a Technical Support Representative in Shakopee, MN. This client manufactures and designs PC and gaming systems. The Technical Support Representative provides positive product support via phone and electronic communications; this position formally reports to the Customer Service Manager.

RESPONSIBILITIES

• Providing accurate and timely day-to-day product support for end-users, sales team, and distributors.
• Communicate with external customers to ascertain difficulties with products and assist in resolving them.
• Deliver exceptional customer service through every communication, including demonstrating patience, the ability to listen, empathize, analyze, and adapt to customer situations adeptly.
• Navigate user's issue and provide a positive customer experience.
• Response to web tickets requests via phone, instant messaging, and/or email, adjusting delivery that best meets the need of the end user.
• Responsible for upholding team metrics, company and individual performance goals requesting assistance in a proactive manner.
• Promptly answer support related emails, phone calls and other electronic communications.
• Track customer communications in the system.
• Maintain knowledge of emerging new technologies to assist customers who have adopted them
• Manage, prioritize, and resolve or escalate support requests as appropriate.
• Work diplomatically and effectively across cross-functional teams.
• Attendance is an essential function of this position.
• Attend and participate in team meetings.
• Performing all other duties as assigned.

REQUIREMENTS

• High School diploma required
• Associate degree preferred.
• Minimum of one year of experience in Technical Customer Support interacting in a positive and professional manner desired.
• Passionate about technology with the ability to quickly learn technically related material.
• Intermediate computer skills, including experience operating within Windows, Mac, and Linux environments Microsoft certifications preferred.
• Ability to effectively present information and respond to questions from internal and external customers which includes coworkers, managers, customers, regulatory agencies and vendors.
• Ability to use a computer and standard business and other work-related software with minimal instruction.
• Excellent active listening, decision-making, team building and customer service abilities.
• Ability to work and prioritize independently with the capacity to collaborate with others.
• Proficient in Microsoft Office applications including PowerPoint, Excel, Word, etc.

BUSINESS HOURS

Mon.-Fri. 9am - 6pm (with flexibility)

This position is hybrid. We are onsite Monday, Tuesday, and Wednesday in Shakopee, MN. On Thursday and Friday, this team works from home.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.{apply below}
Company Profile:

Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.

Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.

Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting {apply below}.

We look forward to working with you.

Beacon Hill. Employing the Future (TM)