Technical Support Representative (Livonia, Mi)

Description

Summary: Provide real-time technical assistance to candidates appearing for online exams, troubleshooting issues related to system compatibility and application launch. Highlights: 1. Provide live technical support via chat, call, or email during exam sessions. 2. Troubleshoot issues related to system compatibility, browser, and connectivity. 3. Guide candidates through basic system checks and issue resolution steps. Job purpose Datamatics, Inc. is looking for Technical Support Representative who will provide real-time technical assistance to candidates appearing for online exams at our Livonia worksite for 10 months requiring in-person attendance at office. The temporary assignment will work approximately 40 hours per week. Compensation for this role is $18.00 per hour Key responsibilities • Provide live technical support via chat, call, or email during exam sessions. • Troubleshoot issues related to system compatibility, browser, webcam, microphone, internet connectivity, and exam application launch. • Guide candidates through basic system checks and issue resolution steps. • Perform actions such as ending background applications/processes, clearing cache, checking permissions, and validating device settings. • Take remote access (with candidate consent) to diagnose and resolve technical issues. • Escalate unresolved issues to higher technical teams within defined SLAs. • Maintain accurate case notes and resolution logs. • Ensure high customer satisfaction while adhering to security and compliance protocols. Qualifications • Provide live technical support via chat, call, or email during exam sessions. • Troubleshoot issues related to system compatibility, browser, webcam, microphone, internet connectivity, and exam application launch. • Guide candidates through basic system checks and issue resolution steps. • Perform actions such as ending background applications/processes, clearing cache, checking permissions, and validating device settings. • Take remote access (with candidate consent) to diagnose and resolve technical issues. • Escalate unresolved issues to higher technical teams within defined SLAs. • Maintain accurate case notes and resolution logs. • Ensure high customer satisfaction while adhering to security and compliance protocols.