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Job Summary:

As a Remote Technical Support Representative, you will be the first point of contact for our clients who need assistance with our products and services. Your primary responsibility will be to provide exceptional customer service while diagnosing and resolving technical issues in a timely manner. You will work closely with other team members and departments to ensure customer satisfaction and improve the overall user experience.

Key Responsibilities:

- Provide timely and effective technical support to customers via phone, email, and chat.
- Diagnose and troubleshoot hardware and software issues, guiding customers through step-by-step solutions.
- Document customer interactions and technical issues in the support ticketing system.
- Collaborate with team members to escalate unresolved issues and contribute to continuous improvement efforts.
- Stay updated on product knowledge, new features, and technical developments to provide accurate information to customers.
- Assist in the creation and maintenance of technical documentation, FAQs, and user guides.
- Participate in training sessions and team meetings to enhance skills and share best practices.

Qualifications:

- High school diploma or equivalent; relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
- Proven experience in a technical support role or customer service position.
- Strong understanding of computer systems, mobile devices, and various software applications.
- Excellent problem-solving skills and the ability to troubleshoot technical issues efficiently.
- Exceptional communication skills, both verbal and written, with a focus on customer service.
- Ability to work independently and manage time effectively in a remote work environment.
- Familiarity with remote access tools and ticketing systems is an advantage.

What We Offer:

- Competitive salary and benefits package.
- Flexible work hours and the opportunity to work from home.
- Ongoing training and professional development opportunities.
- A supportive and collaborative team environment.
- Opportunities for career advancement within the company.

The Traveling Traveler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

Join us in making a difference and helping our customers navigate the world of technology!

6 Months with a possible extension

Job Description:

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.

Responds to telephone calls, email and personnel requests for technical support.

Documents, tracks and monitors the problem to ensure a timely resolution.

May require an associate's degree in a related area and 0-3 years of experience in the field or in a related area.

Has knowledge of commonly-used concepts, practices, and procedures within a particular field.

Relies on instructions and pre-established guidelines to perform the functions of the job.

Works under immediate supervision.

Roles & Responsibilities :

This position requires the successful candidate report to a site location.

You will work in a dynamic environment to drive the stability and sustainability of our next-generation networks and assist in the development of innovative ways to automate and scale our network.

You will launch cutting edge server technologies and solve diverse networking impairments.

You will quickly and accurately assess a wide range of infrastructure issues, which requires a good understanding of computers, servers, switches and various networking devices from both a hardware and software perspective and a demonstrated willingness to learn and apply new technology.

To be successful in this role you should possess technical aptitude, written and oral communications skills and the ability to deal effectively with people in a wide variety of situations.

The Intersect Group is partnered with our client in Enon, OH, to find Technical Support Specialists. The contract is 3 to 6 months. We are looking for someone who can offer great customer service. Our client will move quickly and conduct a 1 and done virtual interview with the qualified candidates.

Location: Enon, Ohio (45323)

2nd Shift - Can start 12 - 2 PM EST; will work Tuesday through Saturday

1 opening

Work week: Work one weekend day a week in lieu of one weekday

***Starts with paid training class that lasts 3-4 weeks. Training is 9 AM – 6 PM

Open to New IT Grads!

Requirements:

• Prior help desk experience preferred
• Complete understanding of the store network (hardware and software), PC architecture wireless communication, router and third-party cellular devices
• Knowledge of non-standard equipment that is not connected to the Speedway network
• Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made
• Ability to research and resolve issues
• Capable of working in a fast-paced environment
• Excellent verbal communication skills and the ability to explain technical information in layman’s terms
• Well organized with the ability to work under pressure and meet tight deadlines
• Excellent understanding of intra-department functions and operations
• Ability to perform repeated bending, standing and reaching
• Ability to occasionally lift up to 40 pounds
• Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department

Must Haves:

Open to new grads

SOLID customer service

Good problem solving

Entry level IT experience

Nice to Haves:

Tech support experience

Help desk experience

POS experience

Retail experience

Gas station experience

Duties:

• Uses remote tools and cloud technology to provide technical support for hardware, software, store networks, and applications
• Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which repairs are made in order of emergency priority
• Monitors the severity of data packet loss either to the entire store network or specific pieces of equipment. Provides the best solution to resolve the underlying problem to bring equipment up to full functionality
• Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications
• Determines the best course of action to improve performance and efficiency of store systems, equipment, and applications
• Provides accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality
• Understands and completes proper processes when installing software
• Directs field personnel in installing new equipment that is going on the store network
• Configures and upgrades software on newly installed devices
• Implements software changes for fuel dispensers and fuel tanks
• Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras
• Provides troubleshooting by using remote tools connected to other legacy networks
• Manages multiple tickets and works them in order of emergency to lowest priority
• Identifies re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems
• Reads, interprets, and follows procedures described in the internal knowledge base
• Provides documentation for knowledge-base articles
• Works with third-party help desk vendors as applicable
• Maintains inventories and orders parts as needed
• Provides phone support as needed
• Attends training classes as required to stay current with new equipment troubleshooting procedures and technology
• Initiates timely communication of critical events to Store Support Team Leads
• Completes other duties, including special projects, as assigned by Management

Job Title : Business Support Specialist

Location : Westbrook, ME – hybrid (2X /week onsite – Wed and any other day)

• Are you a Business Support Specialist looking for a great new role? Our Westbrook, ME client is looking to bring on someone to join an existing team to provide support to customers across a variety of products and services - including explaining products, instructing on equipment usage, troubleshooting, or handling billing questions and concerns. Exceptional CS skills along with a familiarity with SAP or similar are needed. This is a contract position.
• Don't miss a great chance to join a large, stable, and growing organization with a great work environment!

Must haves:

• 2+ years Customer Support
• Ability to work with billing issues
• Strong problem solving skills
• SAP (or similar) preferred

TOP (3) REQUIRED SKILLSETS:

• High quality interpersonal skills, with experience working with customers and maintaining good customer relationships. You will have phone skills, with the ability to establish rapport.
• Comfortable speaking with customers about money or challenging conversations, such as declining a request for credit.
• A strong deductive reasoning and analytical skills to resolve issues.

NICE TO HAVE SKILLSETS:

• Preference will be given to candidates with prior experience working with SAP for order entry and reporting- for the right candidate we will be willing to train.
• The ideal candidate will be able to adjust to changes in the functionality of the role as the position evolves.
• Comfortable with adapting to situations and positively navigating change.

• Performing variety of customer service activities for internal and external customers, providing information, resolving issues and ensuring customer satisfaction. Responding to customer phone and other communications, addresses questions/issues/problems/concerns.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provides customer technical support for one or more Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and water-testing equipment and other products and services.
• Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.
• Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
• Ensures ongoing customer satisfaction and continuing strong customer relationships.
• Supports quality management system and other compliance requirements.

EDUCATION:

• High School diploma or equivalent combination of education and experience required. Associates degree, Bachelors degree or equivalent preferred.

REQUIRED SKILLS AND ABILITIES:

• High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
• Technical record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Phone skills, with ability to establish rapport.
• Attention to detail.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• Supervisory skills, if a lead position.
• Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Personal computer skills, including Microsoft Office.

PHYSICAL DEMANDS:

• Extensive sitting, phone and computer use.
• May be required to lift, move and carry up to 50 pounds.
• Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
• Ability to communicate verbally on phone and in person.
• Fluency in the English language.
• Extended hours may be required.
• Some travel required.

WORK ENVIRONMENT:

• Laboratory environment with potential biohazards present.
• Potential for exposure to agents known to cause zoonotic disease in humans and use of potentially hazardous chemicals as defined by the National Hazard Communication Standards. A complete list of such chemicals is available from department supervision.

• Has developed specialized skills through job-related training and considerable on-the-job experience.
• Work typically involves technical skills and/or administrative duties within standard operating procedures and/or scientific methods.
• Completes work with limited degree of supervision.

Title: Technical Support Specialist I

Location: Memphis TN 38103

Duration: 12+ Months

Shift: 7–4, 8–5, or 9–6 CST

Description:

• The main function of a Help Desk Specialist is to provide technical assistance to computer system users.
• A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Job Responsibilities:

• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity
• May install software or perform hardware testing remotely
• Enter commands and observe system functioning to verify correct operations and detect errors
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

Qualifications:

• Associate's degree in computer related field or equivalent training required
• 0-2 years experience required
• Verbal and written communication skills, problem solving skills, customer service and interpersonal skills
• Basic ability to work independently and manage one’s time
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software

Training:

• 8–5 CST for approximately a month. After training, the schedule can be 7–4, 8–5, or 9–6 CST, depending.