Technical Support Agent

The Technical Support Agent is responsible for providing effective telephonic customer service for all clients by using excellent, in-depth knowledge of company technology as well as communicating effectively with team members within their department.

Responsibilities and Duties
  •  Communicate effectively with clients while thoroughly documenting conversations, exchanges, or sessions into ticketing systems.
  • Troubleshoot users’ issues using available resources.
  • Document all calls within the online ticketing system.
  • Communicate technical issues and resolutions to clients, coworkers, and leadership.
  • Provide quality customer service to users over the phone.
Qualifications
  • Current student at the University of Memphis.
  • Excellent communication skills.
  • Exceptional typing skills.
  • Customer service experience is preferred.
Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; use hands and fingers to type, handle or feel, and reach with hands and arms.

Supervisor

Supervisors are responsible for monitoring agents and shift leads. In addition, Supervisors will assist management with various projects. You are expected to present yourself in a respectable and orderly manner that reflects UMRF Ventures’ policies.

Responsibilities and Duties
  • Ensuring Technical Support Agents understand and comply with all call center objectives, performance standards, and policies.
  • Monitoring the L2 queue and reviewing tickets before escalating them to the proper departments and ensuring the L2 queue is clear at the end of the day.
  • Identifying operational issues and suggesting possible improvements in weekly meetings with management.
  •  Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Preparing reports and analyzing data to assist management as they determine call center goals.
  • Working with other Supervisors, Shift Leads and management team members to support agents and maximize customer satisfaction.
  • Assisting in new Shift Lead training and Shift Lead meetings.
  • Troubleshoot users’ issues using available resources when needed.
  • Maintaining a daily Supervisor report and updating various documents such as updating attendance on SharePoint.
  • May be asked to participate and facilitate hiring, training, and preparing agents and shift leads to respond to customer questions and complaints and troubleshooting problems with services or products.
  • Strong understanding of company products, policies, and services.
Qualifications
  • Must be able to work at least 16 hours a week.
  • Leadership skills are required.
  • Attending weekly meetings.
  • Management/supervisor experience preferred.
Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; use hands and fingers to type, handle or feel, and reach with hands and arms.