Technical Support Representative jobs in Baltimore, MD

Recently Added Technical Support Representative jobs

P
Technical Support Representative
  • Peak Technologies
  • Linthicum Heights, MD FULL_TIME
  • For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.

    Job title: Technical Support Representative
    Full-time/Part-Time? Full-time hourly

    JOB SUMMARY & SCOPE
    Support customers with all technical issues. Provide excellent customer experience through timely, knowledgeable, and professional responses and resolutions per service level agreements (SLA’s).
    To have ownership of the incident/request until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.
    Take a hands-on role in solving complex technical enquiries, problem-solving and assisting team members. Incumbents have deep technical expertise, exceptional problem-solving skills, and a strong commitment to delivering top-tier customer support.

    KEY ACCOUNTABILITIES

    • To provide our customers with a first point of contact expert-level technical support to customers through various channels, such as phone, email, or chat, resolving complex technical issues effectively.
    • To support our customers with a "customer first" mindset.
    • To record incidents/requests in the approved toolset/s accurately and at the time the matter is raised.
    • Ensure the Customer is kept fully informed of the steps taken to resolve their issue, especially important on longer investigative issues and/or where multiple escalations are required.
    • To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
    • Diagnose and troubleshoot intricate technical problems related to our products, services, hardware or software ensuring prompt and satisfactory resolutions.
    • Manage and appropriately escalate unresolved or challenging issues to the appropriate team such as Professional Services (3rd Line), technical software support or appropriate 3rd party.
    • Maintain meticulous records of customer interactions, issue details and resolution within the toolset for reporting and incident management.
    • Share your knowledge and expertise with other team members, contributing to their professional growth and skill development.
    • Work in a collaborative and supportive way with the Help Desk Team, other stakeholders and within Peak Technologies.
    • Cultivate positive relationships with customers, actively listening to their concerns, demonstrating empathy and delivering exceptional support experiences.
    • Provide guidance and training to customers on product usage, best practices and troubleshooting techniques.
    • Recognize, document and alert the manager on trends in customer calls.
    • Be vigilant in process updates so that the knowledge base is maintained and accurate.
    • To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time.
    EDUCATION EXPERIENCE KEY TRAITS

    • Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
    • Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
    • Proactive, self-accountable, assertive and self-motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
    • Understanding of the key drivers to increase customer satisfaction – both in terms of quality and on time delivery.
    • Ability to manage own time, organize workload and solve problems.
    • Excellent verbal and written communication skills, especially telephone manner and email writing ability.
    • Excellent team player with the ability to work independently under minimum supervision.
    • Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
    • Investigative skills associated with understanding symptoms and root causes of Customer problems.
    • Computer literate and a good working knowledge of Microsoft Office.
    • Excellent attention to detail.
    • Excellent organizational and time management skills.
    • Ability to embrace change.
    • Flexible and able to readily accept appropriate responsibility.
    TYPICAL PERFORMANCE TARGETS

    • Ability to work to demanding delivery and pick-up deadlines and operate in adherence to customer SLAs for the delivery and timely supply of service to our customers.
    • Passionate about delivering an excellent customer experience.
    • Ownership and success in managing ones own personal goals with a mindset of continuous improvement and development.
    LANGUAGE SKILLS

    • Primary language used in daily operations is English.
    SUPERVISION

    • No staff supervision required.
    DECISION MAKING REASONING

    • Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
    • Ability to evaluate incoming technical information to deduce likely causes of incidents and suggest actions to resolve as effectively as possible.
    WORKING RELATIONSHIPS

    • Interfacing across all Peak Technologies Teams (Service Delivery, Sales, Operations, Procurement, Finance, IT).
    • Customers
    • Suppliers/3rd Line Support providers
    Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.
  • 7 Days Ago
Apply this Job
D
Technical Support Representative
  • DH Vision Inc
  • Hanover, MD FULL_TIME
  • We are seeking a Technical Support Representative to join our team! You will resolve Surveillance System issues for your clients via phone, or email. You will be able to remote work from home after tr...
  • 26 Days Ago
Apply this Job
1
Area Representative
  • 12 - Support Pillar / KC
  • Bel Air, MD FULL_TIME
  • The Representative works with the Director and Advisory Team to fulfill the FCA Vision, pursue the FCA Mission and live the FCA Values by implementing the ministry plan for the assigned area. In the F...
  • 15 Days Ago
Apply this Job
B
Aberdeen Test Center (ATC) Support Services Landing Page
  • Bowhead / UIC Technical Services
  • Aberdeen, MD FULL_TIME
  • OverviewAberdeen Test Support Services (ATSS) Landing PageBowhead is seeking to network with individuals to join our team for the Aberdeen Test (ATSS) Support Services contract in Aberdeen, MD. This c...
  • 8 Days Ago
Apply this Job
S
Customer Service Representative - BWI
  • Signature Flight Support LLC
  • Glen Burnie, MD OTHER
  • Job DescriptionSignature Aviation is a market leading global aviation services provider with over 220 locations and 6,000 employees worldwide. Eligible team members enjoy a wide array of benefits incl...
  • 5 Days Ago
Apply this Job
A
Technical Support Analyst
  • Alertus Technologies
  • Baltimore, MD FULL_TIME
  • Company DescriptionWhen minutes matter, seconds count. As a pioneer and market leader in mass notification, our mission is to empower organizations to protect lives, secure assets, and maintain busine...
  • 15 Days Ago
Apply this Job
View All Technical Support Representative Jobs
Salary Company Skills How To Become Job Openings
Filters

Clear All
  • Filter Jobs by companies
  • More
Salary Company Skills How To Become Job Openings

0 Technical Support Representative jobs found in Baltimore, MD area

T
VIP Technical Support Specialist
  • TCI Technology Consulting Inc
  • Washington, DC
  • TCI has an immediate need for a VIP Technical Support Specialist in Washington, DC. This is not a Corp2Corp opportunity....
  • 4/19/2024 12:00:00 AM
Apply this job
N
Technical Support - Specialist
  • Novel Applications of Vital Information
  • Arlington, VA
  • Residency Status: ALL Candidates Must Be A U.S. Citizen Clearance: Please not All CandidatesMust possess an Active TS cl...
  • 4/18/2024 12:00:00 AM
Apply this job
G
Sr. Technical Support Associate
  • George Washington University
  • Washington, DC
  • I. DEPARTMENT INFORMATION Job Description Summary: GW Information Technology is the chief provider of technology service...
  • 4/18/2024 12:00:00 AM
Apply this job
S
Technical Support Specialist - Lvl4
  • Solutions LLC
  • Arlington, VA
  • Title: Technical Support - Specialist Lvl4 PIPELINE Position Description: Solutions LLC is supporting our prime contract...
  • 4/17/2024 12:00:00 AM
Apply this job
C
Technical Support Specialist
  • Cloudforce
  • Bethesda, MD
  • Job Title: Technical Support Specialist Location: On-Site - Bethesda, Maryland or National Landing, Virginia Type: Full ...
  • 4/16/2024 12:00:00 AM
Apply this job
C
Technical Support Specialist
  • Cloudforce
  • Bethesda, MD
  • Job Title: Technical Support Specialist Location: On-Site - Bethesda, Maryland or National Landing, Virginia Type: Full ...
  • 4/15/2024 12:00:00 AM
Apply this job
A
Technical Support Specialist
  • All Native Group
  • Arlington, VA
  • **Technical Support Specialist** Arlington, VA, USA Req #4566 Thursday, February 24, 2022 ANG is seeking a Executive Tec...
  • 4/15/2024 12:00:00 AM
Apply this job
G
Sr. Technical Support Associate
  • George Washington University
  • Washington, DC
  • I. DEPARTMENT INFORMATION Job Description Summary: GW Information Technology is the chief provider of technology service...
  • 4/15/2024 12:00:00 AM
Apply this job
View All Technical Support Representative Jobs

About Baltimore, Maryland

Baltimore (/ˈbɔːltɪmɔːr/) is the largest city in the state of Maryland within the United States. Baltimore was established by the Constitution of Maryland as an independent city in 1729. With a population of 611,648 in 2017, Baltimore is the largest such independent city in the United States. As of 2017[update], the population of the Baltimore metropolitan area was estimated to be just under 2.808 million, making it the 20th largest metropolitan area in the country. Baltimore is located about 40 miles (60 km) northeast of Washington, D.C., making it a principal city in the Washington-Baltimo...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Representative jobs
$44,395 to $57,052
Baltimore, Maryland area prices
were up 1.5% from a year ago
View detail

What does a Technical Support Representative do?

Technical Support Representative in Austin, TX
Communicate with end user at their level of expertise to solve problems via face to face interaction, telephone, remote pc applications and/or e-mail.
January 13, 2023
Technical Support Representative in Chatsworth, CA
Check data accuracy in orders and invoices.
April 27, 2023
Technical Support Representative in Columbia, SC
Monitor and report on activities and provide relevant management information on any outstanding issues.
December 08, 2022
Document all issues and resolutions, as well as stay in constant communication with clients regarding the progress of their case.
April 03, 2023