Technical Support Representative

DRB Systems, Inc.- www.drbsystems.com

This position requires advanced knowledge of computer software and hardware including local area networks and Microsoft operating systems. CSRs require strong communication and customer service skills. CSRs must be able to work in a team environment and display professionalism at all times.

This position reports to the Floor Supervisor and at times a Team Leader. Work is observed in progress and checked for accuracy and efficiency. Shifts may vary.

Duties:

The primary duty of this position is to assist and train customers in using DRB Systems products. CSRs will analyze problems and complete timely troubleshooting to solve issues over the phone. Work is measured by quantity of calls taken, quality of issues resolved and overall customer satisfaction. Contacts (calls and e-mail) may be inbound or outbound and may include research/projects assignments. Workflow of CSRs is directed by the Call Center Floor Supervisor.

Once qualified, CSRs may be asked to assist in the training and development of peers. Work is primarily performed while constantly sitting.

Skills

· Advanced knowledge of computer hardware including network setups.

· Skilled in troubleshooting using analytical thinking.

· Proficient in Microsoft operating systems.

· Strong communication skills

· Experience with customer service

Misc.

· New hires will be CSR Trainees until successful completion of training program.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.