Job Description:
***No C2C******Only W2***Summary: Roles & Responsibilities
- Respond to customer support requests.
- Maintain professional customer service to clients.
- Providing Tier I level support of the client's products and services, including but not limited to:
- Operating system functionality
- Software installation and troubleshooting
- VoIP configuration and support
- E-mail configuration and support
- Mobile Device Management
- Malware/virus detection and removal
- Workstation and peripheral diagnostics and support
- Single user network access and troubleshooting
- Escalate customer issues through the proper channels.
- Open and manage cases according to defined severities and case priorities
- Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
- Keep open communication on all issues until resolved or turned over to another resource.
- Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.
- Attend ongoing training sessions in core areas of the business.
KNOWLEDGE, SKILLS AND ABILITIES
- Excellent Customer Service Skills
- Highly customer focused with ability to provide consistently excellent customer service and professionalism
- Excellent written and verbal communication skills
- Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
- Must be dependable and able to work both individually and in a team environment.
- Must possess strong sense of ownership of client relationships
- Possesses excellent time management and organizational skills
- Must be flexible and able to adapt to change
- Ability to Multi-task in fast paced environment
- Basic troubleshooting of all currently supported Microsoft Operating Systems
- Working knowledge of PC Hardware
- Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.
- Basic navigation of common mobile device platforms (iOS, Android, etc)
- Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
- Able to navigate and troubleshoot in a Mac OS environment is a plus
QUALIFICATIONS (Education, Experience, and Certifications)
- High School diploma required
- A+ certification is a plus
- Microsoft Certification (MTA/MCSA) is a plus
- Minimum two years of experience working in a customer service oriented field
- Previous experience with ACDs/IVRs and Case Management systems a plus