Technical Support Intern

Tungsten Development is seeking Technical Support Intern to work within the Technical Support division. You will work within a fast-paced environment alongside our Technical Support department and are responsible for interacting with customers, verifying, researching, and correcting contract records, as well as supporting the Process Support Analyst team to drive business efficiency improvements.

• Performing intake of phone calls to Support, acting as first contact demonstrating exceptional customer service ability
• Opening tickets for customers and Partners with accuracy and attention to detail
• Reviewing inbound Support email and tickets, actioning as per policy
• Alerting on status of Support incident backlog
• Researching maintenance and support terms for all customers and linking the appropriate asset where applicable
• Resetting and consolidating organizational customer records
• Facilitating data integrity within internal systems
• Performing basic enterprise licensing support functions (i.e. license resets, providing trial and eval licenses, cancelations)
• Obtaining and recording shipping tracking information
• Editing and updating internal documentation
• Investigating, evaluating, and recommending improvements to departmental policies and procedures
  
• Identifying Maintenance and Support revenue opportunities
• Special projects as dictated by business need
  

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.
Required Skills

• Strong, structured analytical skills
• Excellent time/project management skills
• Strong and effective English language communications: verbal, listening, written and presentation skills
• Strong interpersonal skills
• Professional demeanor
• Exceptional customer service skills with effective follow-through

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• Willingness to own problems and see them to completion
• Ability to work under pressure in a fast-paced production environment
• Excellent keyboard/data entry skills (speed & accuracy)
• Self-starter and able to work independently
• Ability to adhere to shift scheduling
  

Required Experience

• Enrolled as an undergraduate or graduate student at an accredited college, university or technical/vocational institution.
• Have a minimum GPA of 3.0
  

Tungsten Automation, Inc. is an Equal Opportunity Employer M/F/D/V