RESPONSIBILITIES:
Kforce has a client that is seeking Product Support Representative in Houston, TX.Responsibilities:- Product Support Representatives provide technical support regarding our products to our customers experiencing usage or performance-based issues
- Monitor email and phone communication (both internal and external) in order to promptly and properly acknowledge and address reported issues with hardware, software, networking, and other computer-related technologies
- Determine the cause of the problem
- Handle problem recognition, research, isolation, resolution, and follow-up for issues that arise, properly document, and escalate more complex problems to supervisor or technical staff
- Log and track calls and maintain history records and related problem documentation
- As a Product Support Representative, you will have attention to detail both in communications and monitoring requirements for production systems
- Maintain an exceptional level of service and adhere to contractual customer performance requirement
- Collaborate with development, deployment, and field support teams to insure proper issue resolution and customer service
REQUIREMENTS:
- Associates degree in Computer Science or related discipline and 3 years of experience or Bachelor's degree with one year of experience
- A+ certified (nice to have but not required)
- Typically requires a minimum of 3 years of help desk support or equivalent
- Strong understanding of help desk support principles including documentation and issue ownership
- Working knowledge of Windows Operating Systems and Microsoft Office applications
- Excellent customer service skills with a focus on call control, attention to detail, and methodical troubleshooting
- Strong analytical skills and reasoning ability to identified solutions to technical issues
- Ability to effectively communicate technical information to both customers and management in written and verbal form
- Ability to independently manage your time and handle multiple tasks
- Flexibility to work extra hours as required
- Familiarity with tolling industry (not required)
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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