Technical Support Representative

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.