Support Technician

Bask Technology, Inc. - Orem, UT (30+ days ago)

As a Support Technician for Bask, you will be responsible for repairing residential technical issues, that may include email, password, internet browser and connectivity issues for Bask’s consumer customers. This includes but is not limited to desktops, laptops, tablets, mobile devices, printers, etc. Support Technicians are required to complete tasks in an acceptable time and at a high level of quality according to the customer satisfaction.

Technical Support

o Resolve Hardware and Software issues (Resolve 1.75 tickets per hour or more)

o Appropriately escalate issues that you cannot resolve

o Focused resolution on Easy/Quick issues, Bask Software issues, and New Member Set Ups

o Act as a resource to back up the inbound Customer Service Team (Technology Advisors)

o Willingly accept work with no push-back from Customer Service, T3s, and Managers

o Focus on fixing the primary issue listed on the ticket utilizing all our technical resources

o Ensure all work is completed according to the ticket and the verbalized needs of the member

o Validate directly with the customer (via chat or phone) that the work was completed to their satisfaction

o Adhere to all Bask KPI performance standards and measurements

Customer Satisfaction

o Demonstrate a passion for service and a member experience

o Maintain contact with the customer providing updates throughout the course of work completion

o Thoroughly document all customer interactions and actions performed on customer machines

o Remain updated and current on all support tools to ensure consistent service performance in solving all problems

Minimum requirements (Education/Skills)

  • High School Education
  • Two year associates degree preferred
  • Intermediate knowledge of a computers and peripherals
  • Understands how to troubleshoot Technical issues and find the fastest path to resolution
  • Installs, troubleshoots and configures complex or challenging software and software packages
  • Basic to Intermediate knowledge of MAC OS X 10.4 and higher
  • Basic to Intermediate knowledge of networking concepts and configurations
  • At least 2 years professional experience in a technical role
  • At least 1 year professional experience in service oriented role, preferably in a technical, call center environment
***Preference to those individuals with TestOut Pro Certifications such as PC Pro, Network Pro, or Security Pro***

Additional Information
Please submit your resume for consideration.

All your information will be kept confidential according to EEO guidelines.