12 months contract
Responsibilities include:
- Demonstrate strong customer service skills to provide phone support, including:
- Listening to the customer to gain an accurate understanding of the situation
- Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
- Producing accurate, detailed documentation at the client, problem, and incident level
- Resolving conflict
- Responsible for high-quality end-user technical support related to enterprise software and hardware
- Handle assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 24/7/365 environment
- Provide after-hours and weekend support as needed under general oversight
- Ensure attention to detail, follow-through, teamwork, and a positive attitude
- Apply understanding of technology to support all existing systems
- Support all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and in person
- Create a positive customer support experience by:
- Building rapport and trust with end users through a professional attitude and clear communication
- Ensuring timely resolution or escalation with a sense of urgency and clear communication of status to end users
- Work directly with internal end users to provide guidance, support, and sound communication principles, even in challenging situations
- Investigate, diagnose, resolve, and recover hardware and software problems
- Install, modify, clean up, run diagnostic programs, and repair computer hardware, peripherals, and software
Qualifications:
- Excellent customer service skills
- Excellent communication skills
- 2-5 years of proven, related work experience in a comparable complex, high-tech, and fast-paced environment
- Preferred: Work experience in a technical support role (not required)
- Required Education: High school diploma or GED with relevant work experience
- Ability to diagnose problems in a complex environment and provide effective solutions quickly
- Self-motivated with the ability to work independently in a high-pressure environment
- Willingness to work variable shifts, including evenings, weekends, and public holidays
Key Competencies:
- High-quality end-user technical support for enterprise software and hardware
- Strong understanding of technology with the ability to support existing systems
- Investigation, diagnosis, resolution, and recovery for hardware and software issues
- 2-5 years of proven, related work experience in a comparable complex, high-tech, fast-paced work environment