Responsible for providing front-line support for customers by adhering to and following standard processes to document and resolve technical issues associated with hardware, software, network, access, and general compute.
Responsibilities:
Provide best-in-class customer experience to our customers
Document all customer contacts into various ITSM tools
Troubleshoot, diagnose and resolve applications, general compute issues using a knowledge base or support tools
Will provide the following support framework: Incident management, request fulfillment, access management, problem management, and knowledge management
As the technical triage process instructs, route tickets that cannot be resolved at the service desk to the appropriate resolver groups
Collaborate with service desk co-workers through inclusion
Be present and participate in ongoing training for service operations
Work on projects and/task assigned by leadership
Skills/Experience:
Associate degree in Information Technology or 2 years equivalent experience in a technology-related field preferred
Prior experience in a customer service role
Strong Verbal and written communication skills
Strong interpersonal skills and telephone etiquette
Problem-solving skills
Experienced and capable of dealing with fast-paced and high stress work environment
Experienced and capable of adjusting to changing processes, procedures, and workday
Must be able to handle up to 45 customer calls a day on various configuration items and complexity
Experience and proficiency in all of Microsoft's currently supported O/S
Experienced and proficient in messaging systems, Microsoft Outlook and Gmail
Willingness to work flexible and changing hours including evening, weekend, and holiday hours
Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Incumbents must maintain composure in a fast-paced, high-quality environment where personal and team accountabilities are the defining factors.
General office environment
Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.
Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.