Respond to client ticket requests and pass on to appropriate department personnel when needed
Monitor and triage trouble tickets entered by clients. Utilize a variety of tools during the triage process to identify issues
Provide thorough follow up via ongoing notification updates
Effectively communicate with clients and other team members
Swap out hard drives, RAM, CPU’s and various other components of servers
Other projects and duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
High school diploma or equivalent required. Customer Service experience preferred but not required.
Candidates must possess the ability to problem solve, think clearly and respond in a fast-paced or fluid environment
Previous dispatch or field level technical experience a plus, however candidates with a strong background in customer service and Microsoft Office products may be considered qualified candidates
Effective verbal and written communication skills. Ability to tailor content to the level and experience of the audience.
Ability to use multiple channels or means to communicate important messages (i.e. memos, meetings, electronic mail).
Ability to calculate figures and amounts such as NPV’s, IRR’s, discounts, interest, proportions, and percentages.
Ability to define and prioritize problems, collect and organize data, establish facts and draw valid conclusions and projections.
Ability to think critically, utilizing a logical, systematic, sequential approach.
Ability to weigh costs, benefits, risks, and chances for success, in making well informed decisions.
Ability to anticipate implications and consequences of situations and take appropriate action in preparation of possible contingencies.
Ability to apply principles of logical and scientific thinking to a wide range of intellectual and practical problems.
Certificates, Licenses, Registrations:
Valid Driver’s License.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to hear, understand and respond appropriately to verbal requests made in person and over the telephone.
Visual ability correctable to 20/20.
Manual dexterity to input data into the computer, the ten key calculator and operate the equipment listed above.
Ability to lift and carry up to 20 pounds.
Ability to stoop and bend.
Ability to sit 90% of the day.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to function in a 24/7 operation and work a flexible schedule on weekdays, weekends and holidays