Temp to Hire Technical Support

Job Description

Job Position: Temp to Hire Technical Support

Location: Austin, TX 78759

Pay Rate: $22 - $24/hr



Description: Our client is a full-service document management - workflow automation solutions provider. By combining data and business processes with imaging, we help improve our client s digital footprint. They offer solutions that afford clients the ability to have as simple as an electronic filing cabinet and as complex as an enterprise content management system, or anything in between. Our mission is to make our clients work life easier. We accomplish this by digitizing their paper records, automating their processes, then protecting it all so they can focus on more important tasks, while feeling confident the simple tasks will be completed.

Job Summary:

Customer service delivered by handling inbound and outbound customer requests for support is the nature of this skilled position. In this role, you will be a first point of contact from clients seeking assistance to confidently handle their inquiries. Using tools like Zendesk, email, and phone coupled with your desire to help clients solve problems will ensure your success.

Job Duties/Responsibilities
With reference to inbound inquiries from Zendesk, email or a phone call, you will be able to easily help the client or even engage another department to assist in delivering a high level of client satisfaction.

Follow up on help desk tickets by calling and emailing our clients to ensure timely and effective resolution of technical issues using a PAR methodology.

Updating Data from ticketing and tracking systems to learn new and better ways to deliver customer service excellence Zendesk, Medusa).

Assisting Management or Client Managers with customer inquiries when escalating issues.

Documenting troubleshooting steps and resolutions in Zendesk, & Medusa.

Facilitating meetings using calendaring, agendas, and objectives with stakeholders.

Ensure confidentiality and security of sensitive information.

Deliver excellent customer service with your professionalism, enthusiasm, and knowledge.

Qualifications & Requirements
High school diploma or equivalent;additional experience in Customer Service is required.

Minimum of 5-7 years of steady employment in a similar role.

Strong verbal and written communication skills are important.

Ability to be organized and multi-tasked when needed.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Basic understanding of customer service protocols.

Ability to work as part of a team.

Professional, friendly, courteous, polite with a desire to learn and grow are necessary.



This position is 100% in the office and requires a business professional dress code. Their office is located by the Arboretum.