Customer Solution Center Representative – Technical

About the role

The Customer Solution Center Representative – Technical independently resolves complex hardware and software issues, provides detailed product and service information, and maintains strong relationships with technical users. The role also mentors junior staff and contributes to continuous process improvement.

Key responsibilities

• Address and resolve intricate customer issues while following established protocols.
• Diagnose and troubleshoot advanced hardware, software, and network problems.
• Deliver comprehensive answers on products, services, warranties, and technical specifications.
• Proactively guide customers to prevent future issues and participate in quality‑enhancement initiatives.
• Perform root‑cause analysis of outages and trends, providing actionable feedback.
• Coordinate departmental tasks, identify improvement opportunities, and lead complex request assignments.
• Collaborate with senior technical staff to develop recommendations and process changes.
• Mentor and coach lower‑level support personnel.

Required profile

• Minimum 8 years of experience in remote or telephone technical support environments.
• High school diploma or equivalent; higher education or certifications are a plus.
• Strong analytical, communication, and customer‑centric mindset.

Required skills

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