ESSENTIAL FUNCTIONS:-Provide first-level remote IT services or assist in the delivery of higher level services to our customers -
Properly enter all calls into the helpdesk system - Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed-
Service Level Agreement parameters -
Ability to use remote desktop applications in order to troubleshoot end user PC related problems -
Ability to resolve standard documented problems with minimal assistance -
Take ownership for customer problem resolution -
Possesses working knowledge of customer support business and technology processes: -
Call handling processes, Customer shrink wrap software applications, operating system environment, asset tracking, etc. -
Identify customer-training issues on standard and non-standard products -
Able to contribute to technical discussions with other team members and contributes to the decision making process
SKILLS: -Able to demonstrate good customer service skills -
Able to demonstrate proficiency with Helpdesk tools , Microsoft operating systems, MS Office applications and anti-virus software, communications technology devices -
Able to demonstrate basic hardware and software trouble shooting skills -
Able to demonstrate good problem solving & critical thinking skills -
Able to demonstrate ability to work with minimum supervision -
Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.) -
Able to demonstrate willingness to work as a team player -
Able to demonstrate good organizational skills and ability to attend to details -
Ability to travel as required
EXPERIENCE: 0-5 years in a technical customer environment Call Center experience preferred
EDUCATION: - Minimum: High School Diploma or equivalent. No less than one entry level certification (A+, N+, or OEM vendor certification)