Technical Support Analyst

Provides product and technical support to Follett's customers, answering questions on function and usage of our products and services via the telephone and possibly email.
Possesses or demonstrates the ability to acquire a thorough knowledge of our products and services.
Seeks to maintain strong, positive relationships with our customers as a representative of the company.
Resolves customer questions and issues over the telephone and possibly email in the areas of system configuration/setup, product functionality and general usage.
First call resolution preferred Follows up with customers as necessary on open issues Escalates issues as appropriate to other support areas Seeks to maintain strong, positive relationships between the company and customers during each interaction, and supports company interests and goals.
Meets or exceeds all individual and team production and quality measurements.
Follows departmental/company processes and guidelines.
Participates in projects and supports company initiatives as required.
Job Requirements Required18 months or more of business-to-consumer technical support experience, call center preferred, or a Bachelor's degree in a computer technology field.
Strong interpersonal communication skills and telephone etiquette.
Strong business/technical oral and written skills.
Must work well independently or in a team environment, under moderate supervision.
Working knowledge of Microsoft Office, particularly Excel.


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