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Technical Support Representative jobs in Maryland

Recently Added Technical Support Representative jobs

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Technical Support Representative
  • Peak Technologies
  • Linthicum Heights, MD FULL_TIME
  • For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.

    Job title: Technical Support Representative
    Full-time/Part-Time? Full-time hourly

    JOB SUMMARY & SCOPE
    Support customers with all technical issues. Provide excellent customer experience through timely, knowledgeable, and professional responses and resolutions per service level agreements (SLA’s).
    To have ownership of the incident/request until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.
    Take a hands-on role in solving complex technical enquiries, problem-solving and assisting team members. Incumbents have deep technical expertise, exceptional problem-solving skills, and a strong commitment to delivering top-tier customer support.

    KEY ACCOUNTABILITIES

    • To provide our customers with a first point of contact expert-level technical support to customers through various channels, such as phone, email, or chat, resolving complex technical issues effectively.
    • To support our customers with a "customer first" mindset.
    • To record incidents/requests in the approved toolset/s accurately and at the time the matter is raised.
    • Ensure the Customer is kept fully informed of the steps taken to resolve their issue, especially important on longer investigative issues and/or where multiple escalations are required.
    • To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
    • Diagnose and troubleshoot intricate technical problems related to our products, services, hardware or software ensuring prompt and satisfactory resolutions.
    • Manage and appropriately escalate unresolved or challenging issues to the appropriate team such as Professional Services (3rd Line), technical software support or appropriate 3rd party.
    • Maintain meticulous records of customer interactions, issue details and resolution within the toolset for reporting and incident management.
    • Share your knowledge and expertise with other team members, contributing to their professional growth and skill development.
    • Work in a collaborative and supportive way with the Help Desk Team, other stakeholders and within Peak Technologies.
    • Cultivate positive relationships with customers, actively listening to their concerns, demonstrating empathy and delivering exceptional support experiences.
    • Provide guidance and training to customers on product usage, best practices and troubleshooting techniques.
    • Recognize, document and alert the manager on trends in customer calls.
    • Be vigilant in process updates so that the knowledge base is maintained and accurate.
    • To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time.
    EDUCATION EXPERIENCE KEY TRAITS

    • Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
    • Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
    • Proactive, self-accountable, assertive and self-motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
    • Understanding of the key drivers to increase customer satisfaction – both in terms of quality and on time delivery.
    • Ability to manage own time, organize workload and solve problems.
    • Excellent verbal and written communication skills, especially telephone manner and email writing ability.
    • Excellent team player with the ability to work independently under minimum supervision.
    • Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
    • Investigative skills associated with understanding symptoms and root causes of Customer problems.
    • Computer literate and a good working knowledge of Microsoft Office.
    • Excellent attention to detail.
    • Excellent organizational and time management skills.
    • Ability to embrace change.
    • Flexible and able to readily accept appropriate responsibility.
    TYPICAL PERFORMANCE TARGETS

    • Ability to work to demanding delivery and pick-up deadlines and operate in adherence to customer SLAs for the delivery and timely supply of service to our customers.
    • Passionate about delivering an excellent customer experience.
    • Ownership and success in managing ones own personal goals with a mindset of continuous improvement and development.
    LANGUAGE SKILLS

    • Primary language used in daily operations is English.
    SUPERVISION

    • No staff supervision required.
    DECISION MAKING REASONING

    • Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
    • Ability to evaluate incoming technical information to deduce likely causes of incidents and suggest actions to resolve as effectively as possible.
    WORKING RELATIONSHIPS

    • Interfacing across all Peak Technologies Teams (Service Delivery, Sales, Operations, Procurement, Finance, IT).
    • Customers
    • Suppliers/3rd Line Support providers
    Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.
  • 12 Days Ago
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Technical Support Representative
  • DH Vision Inc
  • Hanover, MD FULL_TIME
  • We are seeking a Technical Support Representative to join our team! You will resolve Surveillance System issues for your clients via phone, or email. You will be able to remote work from home after tr...
  • 1 Month Ago
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Genomics Lead Technical Support
  • Chenega Professional & Technical Services
  • Ft Detrick, MD FULL_TIME
  • OverviewCome join a company that strives for Extraordinary People and Exceptional Performance! Chenega Professional & Technical Services, LLC, a Chenega Professional Services’ company, is looking for ...
  • 1 Month Ago
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Laboratory Technician 3 - Genomics Technical Support
  • Chenega Professional & Technical Services
  • Ft Detrick, MD FULL_TIME
  • OverviewCome join a company that strives for Extraordinary People and Exceptional Performance! Chenega Professional & Technical Services, LLC, a Chenega Professional Services’ company, is looking for ...
  • 1 Month Ago
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TECHNICAL SUPPORT
  • Veterans Sourcing Group
  • Lusby, MD CONTRACTOR,FULL_TIME
  • TECHNICAL SUPPORT Pay Rate: $23.50 Per Hour W2 Location: Lusby, MD - Onsite 6 months contract Job Description: Reviews, analyzes, and evaluates information technology systems operations. May require a...
  • 1 Day Ago
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IT Support Specialist II
  • TECHNICAL RESOURCES INT'L
  • Bethesda, MD FULL_TIME
  • Job Description: Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing. Demonstrate sound customer service and telepho...
  • 20 Days Ago
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Technical Support Representative jobs at Popular Companies

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Technical Support Representatives
  • Velotric
  • Bellmawr, NJ
  • We are seeking a Technical Support Representative to join our team and support our retail partners and proud owners thro...
  • 4/24/2024 12:00:00 AM
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Technical Support Representative
  • Randstad Digital
  • Direct Hire/Salaried Position On-site in St. Charles, Missouri < 25% local travel when necessary, in local area w/local ...
  • 4/24/2024 12:00:00 AM
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Technical Support Representative
  • PVH - PVHardware
  • Houston, TX
  • We are looking for an Aftersales Support Agent be responsible for customer support requests through, phone, support port...
  • 4/24/2024 12:00:00 AM
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Technical Support Representative
  • Teksystems
  • Anaheim, CA
  • TEKsystems Technical Support Representative in Anaheim , California FOR IMMIDIATE CONSIDERATION, PLEASE EMAIL YOUR MOST ...
  • 4/24/2024 12:00:00 AM
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Technical Support Representative
  • MCI Careers
  • Pampanga, Pampanga
  • LOCATION: Pampanga, PH JOB TYPE: Full-Time PAY TYPES: Hourly POSITION OVERVIEW: ... --------------: ... POSITION RESPONS...
  • 4/22/2024 12:00:00 AM
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Technical Support Representative
  • MCI Careers
  • Las Cruces, NM
  • LOCATION: Las Cruces, NM JOB TYPE: Full-Time & Part-Time PAY TYPES: Hourly + Bonus SALARY: $11.50 - $14.50 / hour BENEFI...
  • 4/20/2024 12:00:00 AM
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Technical Support Representative
  • MCI Careers
  • Savannah, GA
  • LOCATION: Savannah, GA JOB TYPE: Full-Time & Part-Time PAY TYPES: Hourly + Bonus SALARY: $11.10 - $16.10 / hour BENEFITS...
  • 4/20/2024 12:00:00 AM
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Technical Support Representative
  • MCI Careers
  • Dallas, TX
  • LOCATION: Dallas, TX JOB TYPE: Full-Time & Part-Time PAY TYPES: Hourly + Bonus SALARY: $13.10 - $17.10 / hour BENEFITS &...
  • 4/20/2024 12:00:00 AM
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About Maryland

Maryland (US: /ˈmɛrələnd/ (listen) MERR-əl-ənd) is a state in the Mid-Atlantic region of the United States, bordering Virginia, West Virginia, and the District of Columbia to its south and west; Pennsylvania to its north; and Delaware to its east. The state's largest city is Baltimore, and its capital is Annapolis. Among its occasional nicknames are Old Line State, the Free State, and the Chesapeake Bay State. It is named after the English queen Henrietta Maria, known in England as Queen Mary. Sixteen of Maryland's twenty-three counties border the tidal waters of the Chesapeake Bay estuary and...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Representative jobs
$44,525 to $57,218

Most Popular Cities in Maryland for Technical Support Representative Jobs

What does a Technical Support Representative do?

Technical Support Representative
Enterprise resource planning (ERP) experience is preferred, QAD.
May 04, 2023
Technical Support Representative in Tucson, AZ
Maintains a high level of customer service while processing orders, returns and customer pricing inquiries across multiple product lines via phone, email or fax.
March 24, 2023
Technical Support Representative in San Francisco, CA
Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues.
March 26, 2023