Tech Support Rep

The Technical Support Representative at BlueHornet, is responsible for providing exceptional technical support to our customers by researching, answering questions, troubleshooting and resolving problems via email, phone and online ticketing system.  The ideal candidate will excel in providing problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, verifying browser compatibilities, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

Major Duties and Responsibilities

  • Manages and resolves customer inquiries and complaints via telephone and email
  • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
  • Researches required information using available resources
  • Provides customers with detailed product and service information
  • Actively manages customer issues via online ticketing system
  • Offers alternative solutions, where appropriate, with the objective of retaining customers’ and clients’ business
  • Improves knowledge-based resource center by writing and maintaining documentation
  • Organizes ideas and communicates oral messages appropriate to listeners and situations
  • Is customer centric: makes customers and their needs a primary focus
  • Follows up and makes scheduled call backs and emails to customers where necessary
  • Stays current and up-to-date with system information, changes and updates
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to diffuse situations and move to a positive resolution
  • Redirects and escalate problems to appropriate resource when applicable


  • 3+ Years in Technical Support/Customer Service Role
  • Exceptional customer service skills, including the ability to empathize with customers
  • Proper phone etiquette
  • Ability to speak and write clearly and accurately
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Effective listening skills
  • Willingness to co-operate with others and work to the greater good
  • Demonstrated strong problem solving and multi-tasking capabilities
  • Exemplary attendance and punctuality
  • Software Experience: Microsoft Office Suite, Web Browsers (IE, Chrome, FireFox, Safari), Email Clients (Gmail, YahooMail, etc.)


  • HS Diploma required
  • Bachelor’s Degree Preferred

HOW TO APPLY (Please fill out the form below if you wish to be considered):

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    The company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, or protected veteran status and will not be discriminated against on the basis of disability or any other legally impermissible reason.

    Our Leadership
    Mike Biwer


    Chris Frasier

    Sr. Director of Strategic Services & Client Success

    Bill Gouslin

    VP of Sales

    Timothy Lograsso

    VP of Technology & Development

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