Responsibilities:
Works to consistently improve call handling and resolution processes by following the established quality assurance guidelines and expectations to deliver stellar customer service including first-call resolution and total case ownership.
• Works with team members to develop, approve, confirm, and support problem resolution databases (Knowledgebase) by making entries to improve the process.
• Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internally supported hardware, software, LANs, and WANs with the goal of closing calls.
• Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues/requests, and documents all call resolutions.
• Keeps support team and management apprised of any new support issues clearly and promptly.
• Performs other job-related duties as assigned or apparent.
• Dispatch hardware problems to the right hardware vendor
Education:
• 4 years of experience in a help desk/call center.
• College Degree or equivalent work experience required.
• HDI certified (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification is a plus.
Experience:
• 1 year of experience with incident and problem-tracking service management software.
• Experience with SQL commands and database manipulation.
• Experience with automated call distributor phone systems.
• Experience with knowledge-centered support (KCS) principles.
• Familiarity with Linux Systems a plus.
• Experience with troubleshooting network-related issues (client connectivity).
• Experience with Active Directory and Microsoft Office Products – O365 is a plus.
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