Technical Support Representative

Technical Support Oldsmar, FL
Transcendent founded in 1987, is a turn-key solutions developer for the telecommunications, lodging, and public utilities industries providing access to customer, employee, and asset information beyond the traditional office. Our office is based in Oldsmar, FL. Description: We are currently searching for a Technical Support Representative to join our team of talented and creative individuals. This position will be responsible for providing support to end users on a variety of issues including utilizing software tools. You will also have to identify, research, and resolve technical problems and respond to telephone calls, email, and personal requests for support. Ensure that all calls were correctly diagnosed, resolved, documented and escalated from incident through resolution. Requirements:
  • Provide technical assistance and support for incoming queries and issues related to Transcendent company software via phone and email
  • Walk customers through problem-solving process with handheld devices
  • Take ownership of every call and see that customer is satisfied with result of said call
  • Communicates with multiple departments and management to resolve problems and expedite work
  • Help co-workers resolve problems and complete work
  • Monitor and stay on top of open tickets, projects, and emails to ensure they are resolved/addressed in timely manner
  • Perform on-call functions on a rotating call schedule
  • Assist sales and admin departments with their requests
  • Perform miscellaneous job duties as assigned
  • Adhere to all company policies and procedures
  • Document internal procedures
  • Continue to expand knowledge of our software products, mobile technology, and software in general
  • Assist with on-boarding new employees
Desired Skills & Experience:
  • Excellent communication skills
  • Organization skills
  • Ability to handle confidential material appropriately
  • Ability to handle multiple projects, work in a fast-paced environment and meet deadlines
  • Ability to prioritize tasks
  • Adapt to various environments and situations
  • Excellent follow through
  • Team player
  • Analytical skills
  • Technical ability
  • Ability to identify and implement new processes
  • Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Experience in QA testing is a plus
COMPENSATION & BENEFITS: Competitive salaries and excellent benefits are provided with a minimum waiting period.  Some of our benefits include an IRA with 3% company match, vacation, paid holidays, comprehensive health, dental, and vision plans, company paid short term, long term, and life insurance plans.

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Technical Support