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Technical Support Representative

Company: Trillium Staffing Solutions
Location: Anaheim
Posted on: November 14, 2021

Job Description:

Now hiring a Technical Support Representative in Anaheim!Trillium Technical is now seeking a Technical Support Representative for work in Anaheim, CA! The Technical Support Representative I will work in our Technical Support Center (THD). The Technical Support Representative provides Tier-1 technical support services to the caller as appropriate to attempt to resolve customer technical support issues either over the phone (by talking caller through troubleshooting steps or other processes to investigate and resolve), or through Remote Connect methods (remotely connecting and taking control of caller---s workstation to investigate and resolve). This could also include escalation with various Field Service Technicians, or Tier-3 Engineers to attempt to resolve the issue. Essential Job Functions (includes but is not limited to): --- Serve in the Technical Support Center providing technical/non-technical support of customers across North America, supporting various deployed Universal Enrollment Systems, Document Authentication Systems, and other customer systems. These systems include a variety of individual components such as computers, cameras, printers, UPS---s, signature tablets, variety of scanning technologies, and fingerprint capture units along with standard Operating Systems (OS) and custom software applications. --- Orders replacement parts as necessary, communicating to Customer the nature of the problem, status of part arrival, and expected resolution time. --- Participate in establishing and assume ownership of individual and company performance goals. --- Document the customer problems as required in the Support Desk Service Management System and provide appropriate details/information, and update trouble ticket throughout the life cycle of the ticket. --- Support the Field Technicians to log all service requests, track response to, and document closure of service requests to ensure contract compliance for response time and Service Level Agreements (SLA) for all programs. --- Assist in providing data and reporting to the Field Service Manager and others, as required. --- Support the tracking of all and Customer-owned assets (Hardware and Software Licenses) where is contracted to provide maintenance and support. --- Assist in continuous improvement initiatives intended to improve performance to the customer and cost savings to . --- Excellent communication skills, such as the ability to verbally acquire critical feedback to accurately identify Root Cause of Customer hardware and/or software problems. If interested, please apply today!--- High school diploma or general education degree (GED). --- Strong computer hardware and software technical skills. #CBT

Keywords: Trillium Staffing Solutions, Anaheim , Technical Support Representative, IT / Software / Systems , Anaheim, California

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