Technical Support Representative

As a Technical Support Representative (TSR), you will be the first point of contact for customer inquiries, responsible for intaking and managing service requests through ServiceNow. You’ll coordinate solutions by identifing issues, dispatching field technicians, processing parts requests, and working with vendors on hardware repairs, all while ensuring cases are managed within defined Service Level Agreements (SLAs).

Day‑To‑Day Responsibilities

• Case Management: Monitor, prioritize, and manage customer requests to meet or exceed SLAs; include dispatching field technicians and processing parts where needed.
• Follow‑Ups: Communicate regularly with customers and internal teams to provide updates and ensure open cases are resolved effectively.
• Vendor Management: Oversee hardware repair coordination, return merchandise authorization (RMA), obtain and evaluate quotes, ensuring accurate pricing, compatibility, and lead times where applicable.
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