Home » Employee Resources » Job Descriptions » Technical Support Representative

Technical Support Representative

Job Description

As a Technical Support Representative, you will provide support based on training and knowledge in a fast-paced communication center to resolve technical issues. You will analyze, troubleshoot, and resolve technical issues of various types, including connectivity, installation, and equipment defects. You can remotely configure and troubleshoot clients’ equipment or educate customers. In the event that an issue cannot be resolved, you will escalate to the next tier of support or arrange dates, times, and access arrangements for a service call. You will utilize multiple computers and databases to record the results of interactions.

Duties and Responsibilities

  • Provide answers to clients by identifying problems; researching answers; and guiding clients through corrective steps.
  • Research required information using available resources.
  • Respond to tickets, resolve underlying issues, and document occurrences and solutions.
  • Identify and escalate priority issues per Client specifications.
  • Contribute to the internal knowledge base.
  • Improves system performance by identifying problems and recommending changes.
  • Follow up and make scheduled callbacks to customers where necessary.
  • Stay current with system information, changes, and updates.


  • World-class customer service skills
  • Excellent analyzation skills
  • Problem-solving capabilities
  • Proficient computer skills in remote desktops, G-Suite, and OS navigation
  • Demonstrated proficiency in typing and grammar
  • Ability to organize documents and records as well as detailed note-taking.
  • High School diploma or GED
  • Experience in Help Desk, Energy Management, HVAC, or Electrical is preferred