Product Support Representative

Company: Kforce Technology
Location: Houston
Posted on: March 20, 2023

Job Description:

Kforce has a client in Houston, TX that is seeking a Product Support Representative.
Summary:
In this role, the Product Support Representative will provide exceptional phone and email support to our customers experiencing software or hardware related issues within our industry leading products. Responsibilities include 24hr/7 day monitoring and analysis of production systems, dispatch and coordination of field service technicians, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).
Responsibilities:

• Provide technical support regarding our products to our customers experiencing usage or performance-based issues
  
• The Product Support Representative will 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
  
• Attention to detail both in communications and monitoring requirements for production systems
  
• The Product Support Representative will 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
  

Keywords: Kforce Technology, Houston , Product Support Representative, Other , Houston, Texas