Technical Support for SCCM role at Stefanini, focusing on corporate environment management and software deployment. Join a global transformation initiative valuing collaboration and innovation.
About the role
- Technical Support Representative providing high-quality technical support to professional clients in legal services. Troubleshooting account-related issues and communicating effectively with attorneys and judges.
Responsibilities
- Deliver first-level technical support across multiple channels (phone, email, chat, messaging).
- Troubleshoot software, internet, website, and usability issues; escalate unresolved cases appropriately.
- Assist with account access needs such as ID/password resets and login support.
- Support billing and invoice inquiries and other general account-related requests.
- Communicate clearly, professionally, and respectfully with all customers, demonstrating warmth, empathy, and confidence.
- De-escalate challenging interactions while maintaining a customer-focused approach.
- Respond effectively to complex or difficult customer scenarios, maintaining composure and problem-solving capability.
- Introduce and explain additional product features or services where appropriate.
- Accurately document customer interactions, issues, and resolutions.
Requirements
- Bachelor’s degree in a technical field or equivalent experience.
- Exceptional communication skills and professionalism, capable of engaging with high-end clients.
- Ability to troubleshoot basic software, internet, and website issues; willingness to learn new tools, products, and techniques.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.
- Experience handling challenging customer situations with empathy and composure.
- Comfortable to support US hours (Monday–Friday)
- Experience with billing support, enterprise systems, and accounting applications.
- Experience with enterprise technical support including software, hardware, and enterprise systems
Benefits
- Medical Aid
- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
- Modern family benefits, including adoption and surrogacy
- Study Leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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