Customer Solution Center Representative – Technical

About the role

The Customer Solution Center Representative – Technical provides advanced, end‑to‑end support for complex hardware and software issues. Working independently, you will guide customers, resolve technical problems, and maintain strong relationships across multiple technical user groups.

Key responsibilities

• Handle complex customer issues while following established protocols.
• Diagnose and resolve intricate hardware and software problems, including legacy products.
• Provide detailed product, service, and warranty information to customers.
• Proactively advise customers to prevent future issues and contribute to process‑improvement initiatives.
• Perform root‑cause analysis of outages and trends, delivering timely feedback.
• Coordinate departmental work, identify improvement opportunities, and ensure effective business controls.
• Lead and assign tasks for complex requests, mentoring lower‑level team members.

Required profile

• High School Diploma or equivalent; typically 8+ years of experience in remote or telephone technical support.
• Strong analytical mindset with the ability to perform root‑cause analysis.
• Excellent communication skills and a customer‑centric attitude.
• Proven ability to work independently and lead complex initiatives.

Required skills

• Active Directory
• Agile Methodology
• Automation
• Computer Hardware
• Desktop Support
• Help Desk Support
• ITIL (Information Technology Infrastructure Library)
• Issue Tracking
• IT Service Management
• Linux
• Microsoft Azure
• Microsoft Office 365
• Microsoft Windows 10
• Operating Systems
• Peripheral Devices
• Scripting
• ServiceNow
• Technical Support
• Windows Servers

What we offer

• Opportunity to work on mission‑critical support cases.
• Professional development and mentorship for junior staff.
• Collaborative environment focused on continuous improvement.