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TAD PGS, Inc. Technical Support Technician in Round Rock, Texas

Technical Support Technician

Category: Call Center/Customer Service


We have an outstanding Contract position for aTechnical Support Technicianto join a leading Company located inRound Rock, TX.

As a Technical Support Agent, you will be resident problem-solver, providing front-line support for Company Support group. In this role, you will have the opportunity to use your expertise to identify issues, investigate root causes, & recommend solutions. You will have the opportunity to partner with our highly skilled technical advisors, who provide solutions to our customer’s most complex issues. You can be a hero by being the first person to resolve our customers IT issues, but you will have the backing of our technical support team as the complexity of issues increases. This is the reason our Technical Support Agents go on to do such great things in their career. They are receiving world-class training, on the job.

Job Responsibilities:

  • Collaborate with peers, team leads, & engineers, & third party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution Follow up with customers to ensure accurate resolution for their technical issues.

  • Document problems, diagnostics, interactions, next steps, & solutions implementation in a CRM tool.

  • Provide an extraordinary customer service experience.

  • Solves problems for customers with challenging expectations.

  • Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group).

  • Excels at tolerance for processes and people.

  • Excels at recognizing internal & external customer’s needs & expectations.

Job Qualifications:

  • 1-2 two years’ experience in a technical support or customer service role.

  • Comp TIA certification a plus.

  • High School Diploma or equivalent.

Company Description:

TAD PGS, INC. specializes in delivering secure, reliable and rapidly implemented workforce solutions to the U.S. Federal marketplace, including U.S. Government agencies and their prime contractors. With more than 50 years of experience, TAD PGS, INC. has earned a reputation for accountability, a value that government agencies and prime contractors both demand and deserve.TAD PGS, INC. sources professionals for the full spectrum of federal positions, from administrative to management, and those contracts requiring extremely niche-oriented technical skills and the highest levels of security clearance.VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / EOE Protected Veterans/Disability

Location: Round Rock , TX

Minimum Experience (yrs): 1

Required Education: H.S. diploma or equivalent