Job Duties/Responsibilities: 

Provide support for a National Help Desk Data Center (11 a.m. - 8 p.m. shift) 

• Provides technical support to customers for a wide range of computer-related issues. 
• Actively listens to customer problems.  Analyzes problems and troubleshoots problems. 
• Recommends solutions to solve problems. 
• Follows-up with customer to ensure problem has been resolved. 
• Updates the knowledge base with process changes and recommended solutions. 
• Responsible for ensuring timely process through which problems are controlled. 

Includes problem recognition, research, isolation, resolution, and follow-up steps. 

Skills Required

MANDATORY:

§         Requires experience and understanding of technical infrastructure. 

§         Is able to resolve less complex problems immediately, while more complex problems are escalated for resolution. 

§         Will use the problem management database and help desk system. 

§         Escalates more complex problems to Senior Level. 

§         Responsible for transmitting customer satisfaction surveys to clients and conducts follow-up. 

At the direction of leadership, performs corrective action regarding surveys.

Following skills would be a “PLUS”:

Proven experience working phone support and customer service.