• Technical Customer Support Representative

    Job Locations US-Audubon
    Posted Date 1 month ago(5/22/2018 5:52 PM)
    Job ID
    2018-5471
    # of Openings
    1
    Category
    Administrative/Clerical
  • Overview

    TalentFleX Solutions, a leading Business & Technology consulting firm, is actively recruiting a Technical Customer Support Representative for a client in the Orlando, FL area. The Technical Customer Support Representative position acts as the primary point of contact between subscribers utilizing the clients system and the company to be a resource to subscribers for; effective and creative uses of the product; real time problem analysis and resolutions; and educate subscriber personnel on educational and product specific self-help resources such as Knowledge Base.  

    Responsibilities

    • Assigned as primary point of contact with specific subscribers and backs up another TCSR when necessary. Works directly with subscribers to provide services and help resolve product questions, issues and concerns in a timely and pleasant manner.
    • Uses discretion to effect timely solution of problems to ensure customer satisfaction and eliminate downtime while keeping TCSR management informed.
    • Provides proactive and upbeat product leadership and training to subscribers based on TCSR’s knowledge of surety processing and their subscriber’s usage and focus of the product in the subscriber’s business model. Will proactively probe users for areas of the product that does not delight their users or distribution network. TCSR’s will use this relational knowledge to assist management in defining enhancements or fixes to improve the user experience.
    • Receives, clearly and effectively documents all pertinent issues and proposed resolutions and manages the requests for technical assistance and problem resolution to a satisfactory conclusion between the subscriber and other departments providing product support.
    • Documentation of fixes to problems and enhancements in the form of requirements for development that can also be used as test cases by TCSR’s during the product test and release cycle.
    • Collects detailed information to categorize requests and recommend method of resolution specifically within the TCSR’s assigned subscribers as well as working with other TSA’s to determine common performance and usage metrics to proactively identify product strengths, weaknesses, and opportunities.
    • Exercises sound professional judgment in analysis of problem to provide solution or decide proper level of maintenance required to solve problem.
    • Performs system administration functions and proactively seeks to ensure that all performance and functions are at peak performance.
    • Assists Director and team in prioritizing system enhancements and deliverables.

    Qualifications

    • High school diploma or equivalent
    • Associates Degree preferred
    • 1 – 2 years of Surety Experience at an Underwriter Assistant level within a surety carrier or as a Surety Support CSR within an agency setting required
    • Experience utilizing point-of-sale systems
    • Thorough knowledge of desktop and business/technical support systems
    • Includes, but not limited to MSOffice products, OneNote, Visual Studio

    Competencies:

    • Very strong and empathetic communicator
    • Surety bond processing flow expertise
    • Capacity to apply bond processing knowledge to system usage. Patient and strong collaboration skills including commitment to thorough documentation of all interactions.
    • Ability to write clearly and concisely (use cases, ticket responses).
    • Commitment to providing a superior subscriber experience in all areas.
    • Creative problem solving/analysis
    • Very strong time management skills and practices
    • Problem management
    • Project management

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