{"schemaVersion":"jobsearcher.job.v1","id":"d55618c1fd4e2878c822aa4a","url":"https://jobsearcher.com/jobs/d55618c1fd4e2878c822aa4a","canonicalUrl":"https://jobsearcher.com/jobs/d55618c1fd4e2878c822aa4a","title":"Technical Support Representative","description":"Job SummaryThe TAC Analyst provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service-related inquiries and technical challenges.Key ResponsibilitiesRespond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problemsMaintain high customer satisfaction scores and response time standardsDiagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approachesUtilize diagnostic tools and remote access software to identify and fix technical problemsCreate and maintain technical documentation, knowledge base articles, and troubleshooting guidesContribute to continuous improvement of support processesIdentify when issues require escalation to engineering teams or senior specialistsTrack and manage customer service tickets through completion, ensuring proper follow-upMaintain detailed notes of customer interactions and technical solutionsEducation & ExperienceDegree in Computer Science or related technical field, OR equivalent experience1+ years of experience in technical support, customer service, or related fieldStrong analytical and problem-solving skillsBasic understanding of relevant technologiesExcellent written and verbal communication abilitiesAbility to explain complex technical concepts to non-technical audiencesProfessional phone and email etiquettePreferred QualificationsIndustry certifications relevant to the company's products/servicesExperience with remote diagnostic tools and softwarePrevious customer-facing role experience in a technical environmentExperience with data analysis and reporting toolsEssential Skills & CompetenciesTechnical aptitude and ability to learn new technologies quicklySystematic approach to problem-solving and troubleshootingCustomer service orientation with patience and empathyStrong interpersonal skills for cross-functional collaborationAbility to remain calm under pressure and handle difficult situationsAbility to work independently and prioritize multiple tasksSchedule Full-time, in office position, 40 hours per week with overtime opportunitiesShift Schedules Available:Saturday to Tuesday: 8am - 7pmMonday to Friday: 6am - 3pmCompensation & BenefitsPay: $18.00 - $21.00, shift differential401(k) matchingDental insuranceHealth insuranceLife insuranceVision insurance","company":"Metro Communications","rawCompany":"metro communications","city":"Sullivan","state":"IL","isRemote":false,"isActive":false,"createdAt":"2026-07-03T08:13:14.212Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Representative","description":"Job SummaryThe TAC Analyst provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service-related inquiries and technical challenges.Key ResponsibilitiesRespond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problemsMaintain high customer satisfaction scores and response time standardsDiagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approachesUtilize diagnostic tools and remote access software to identify and fix technical problemsCreate and maintain technical documentation, knowledge base articles, and troubleshooting guidesContribute to continuous improvement of support processesIdentify when issues require escalation to engineering teams or senior specialistsTrack and manage customer service tickets through completion, ensuring proper follow-upMaintain detailed notes of customer interactions and technical solutionsEducation & ExperienceDegree in Computer Science or related technical field, OR equivalent experience1+ years of experience in technical support, customer service, or related fieldStrong analytical and problem-solving skillsBasic understanding of relevant technologiesExcellent written and verbal communication abilitiesAbility to explain complex technical concepts to non-technical audiencesProfessional phone and email etiquettePreferred QualificationsIndustry certifications relevant to the company's products/servicesExperience with remote diagnostic tools and softwarePrevious customer-facing role experience in a technical environmentExperience with data analysis and reporting toolsEssential Skills & CompetenciesTechnical aptitude and ability to learn new technologies quicklySystematic approach to problem-solving and troubleshootingCustomer service orientation with patience and empathyStrong interpersonal skills for cross-functional collaborationAbility to remain calm under pressure and handle difficult situationsAbility to work independently and prioritize multiple tasksSchedule Full-time, in office position, 40 hours per week with overtime opportunitiesShift Schedules Available:Saturday to Tuesday: 8am - 7pmMonday to Friday: 6am - 3pmCompensation & BenefitsPay: $18.00 - $21.00, shift differential401(k) matchingDental insuranceHealth insuranceLife insuranceVision insurance","datePosted":"2026-07-03T08:13:14.212Z","dateModified":"2026-07-03T08:13:14.212Z","hiringOrganization":{"@type":"Organization","name":"Metro Communications","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Sullivan","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d55618c1fd4e2878c822aa4a"},"url":"https://jobsearcher.com/jobs/d55618c1fd4e2878c822aa4a"}}