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PLACE A SERVICE CALL ONLINE NOW
HARD DRIVE RECOVERY

699 Jefferson Bvd •  Warwick • RI  02886

SUPPORT SPECIALIST - TRICOM is seeking a customer service oriented individual to provide full-time technical assistance to our customers and technicians. This position is for an experienced computer user with a strong customer service background in a technical support role. The ideal candidate has exemplary verbal and written communication skills and is proficient in Mac OS X, computer hardware and basic networking. Some evenings and/or weekends are required.
Primary Responsibilities:
Provide excellent technical support and customer service to our customers over the phone, inhouse, and via email support tickets-be the first and primary source of contact for our customers.
Act and coordinate as a liaison between customers and technical staff. Offer upgrades and solutions for customers.
Communicate with technical staff members regarding current/ongoing issues. Follow escalation procedures as required.
Utilize consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
Properly document and track customer issues and resolutions.
Participate in the creation and maintenance of troubleshooting, testing procedures and documentation for technical support staff.
Document software problem defects for review and corrective action.
Handle miscellaneous duties and responsibilities as defined by management including, cashing out customers, receiving and shipping, filing, general office work.
Requirements:
Substantial customer service experience.
A strong computer background.
Courteous and professional appearance.
Assets:
Macintosh Certifications.
Sales experience.
Education skills reflective of this position.

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