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Support Technician
3 months ago
Responsibilities Include
• Will be representing the company and be available to customers requiring technical assistance.
• Respond to questions from customers through phone calls, chat, email, & esupport cases.
• Document call details & complete service request creation in the call tracking system.
• Ensure proper call categorization & routing, following escalation procedures as needed.
• Troubleshoot issues, working from existing knowledge database, & perform additional research as required.
• Ensure symptoms of problems & resolutions steps are documented in knowledge articles.
• Communicate new knowledge articles, SOPs, & procedures to teammates & other stakeholders.
• Enforce information security & computer systems policies & safe practices.
• Provide end user training on such topics as system logins, printing, & MS Office applications.
• Interface with other IT teams on project assignments & problem escalation.
• Develop technical documentation for training, best practices, software usage, & hardware utilization.
• Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).
• Participate in software distribution & ongoing upgrade initiatives.
• Participate in internal team projects & deliver within committed timeframes.
• Support those operating both in-office & remotely from home & other environments not on the corporate network.
Skills/Abilities
• Friendly outgoing & helpful attitude with excellent interpersonal skills & the ability to work well with others.
• Ability to provide technical support over the phone, exhibit a professional demeanor & demonstrate excellent customer service skills.
• Experience detecting, troubleshooting, & providing solutions to low-to-moderately complex problems.
• Ability to handle constantly changing support volume: self-pace project work during lower call volume periods & multitask effectively during busy times.
• Exercise patience & professionalism during stressful situations.
• Proven ability to work effectively without direct supervision.
• Ability to acquire knowledge of supported software through research of dispatched cases & self-study.
• Willingness to be flexible with assigned work schedule, including weekends, early, & closing shifts.
• Excellent verbal & written communication skills.
• Ability to thrive & effectively cooperate with teammates in a primarily remote environment using collaboration & productivity tools such as MS Teams.
Educational Requirements & Experience
• Experience equivalent to an associate degree in computer information systems.
• Basic working knowledge of current Windows OS & Microsoft Office applications.
• Experience troubleshooting & supporting client workstations.
• Familiarity with smartphone & tablet support.
• Apple/Mac familiarity is highly desirable.
• Corporate level help desk/call tracking software exposure is strongly preferred.
• Proficiency in either Spanish is desirable.
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