Technical Support Representative (Voice Account | Night Shift)

About Infinit-O: As a top Business Process Optimization solutions provider, we partner with the world's fastest-growing companies in Financial Services, Healthcare, and Technology, offering data-driven solutions and providing strategic advantage.

Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture.

What is the role that we need? We are seeking for someone who can answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments

• Determines eligibility by comparing client information to requirements
• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
• Utilize active listening and empathy skills
• Strive to meet or exceed call center metrics and service levels
• Schedule and engage in follow-up calls with clients regarding on-going technical issues
• Resolve technical escalations from the Product Support phone and chat team
• Troubleshoot issues that may occur during database updates, new software installations, and server migrations
• Track and monitor all client interactions using the Salesforce CRM system
• Coordinate with peers to provide proper coverage for all appointments

Requirements

• 1-2 years of experience in a customer service/support role is required
• 1-2 years of computer application-based technical support experience or IT experience is required
• Previous call center experience is required
• Excellent verbal and written communication skills are required with an emphasis on phone etiquette
• Works hard with little supervision
• Detailed-oriented with exceptional documentation skills
• Working knowledge of Microsoft Windows administration tools
• Basic understanding of Microsoft SQL Server
• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals

• Apple iPad & Parallels knowledge is a plus
• Familiarity with HIPAA regulation is preferred