Technical Support Tech II

Overview

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients worldwide. Our client is a company operating a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and those offered by third party sellers.

Position: Technical Support Tech II

Location: New York, NY 10001

Duration: 6 Months

Job Type: Temporary Assignment

Work Type: Onsite

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.

Customer support role

• Email will come in with questions on how a device works etc.
• Will create support tickets as needed
• Stay within SLA's
• Try to troubleshoot tickets if can answer, close. If not, will escalate to engineering team.
• Create write ups on the steps to document the steps taken for reporting.

Requirements:

• Bachelor's degree in a related field required
• 3-6 years of experience in a technical support role for hardware troubleshooting (devices, fire TV stick, appliances)
• Software: ticketing system experience required
• Former client menber's experience in a tech role would be a plus.
• Comfortable with AI searches
• Attention to detail
• High organizational skills
• Needs to have high communication skills with customers, needs to be able to navigate difficult conversations in verbal and written format.

Candidate Requirements:

• LP's Dive Deep, Customer Obsession, Bias for action.

Top 3 musthave hard skills:

• Bachelor's degree in a related field required
• 36 years of experience in a technical support role for hardware troubleshooting (devices, fire TV stick, appliances)
• Needs to have high communication skills with customers, needs to be able to navigate difficult conversations in verbal and written format.
• Ticketing system experience required

TekWissen Group is an equal opportunity employer supporting workforce diversity.