Customer Service Engineer
4 weeks ago
Job Title: Customer Service Engineer
Job Summary:
Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. We are seeking a skilled Customer Service Engineer to join our team.
Job Description:
As a Customer Service Engineer, you will be responsible for performing tasks related to the repair of technology-based products in an end-user computing environment. You will provide support to clients, respond to change management requests, and perform install/move/add or change (IMAC) activities.
Responsibilities:
• Perform basic and moderately complex troubleshooting and repair activities, including PC's, desktops, laptops, tablets, and printers.
• Provide support to client-identified VIPs.
• Respond to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.
• Perform IMAC activities.
• Perform all assigned desk-side support activities.
• Display outstanding technical and professional services skills at all times.
• Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines.
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates, and status of the repair.
• Understand and follow all documented service operations policies and procedures.
Education and Experience:
• Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
Certifications and/or Qualifications:
• Maintain all required OEM certifications as directed by Management.
• Knowledge of relevant software and hardware systems.
• Understanding of ITIL methodologies.
• A+ certification is desired.
• May require additional customer-specific certifications or training as required.
Skills:
• Excellence in communication and customer-facing skills.
• Strong oral, written, and interpersonal skills.
• Ability to follow instructions and processes with minimal instruction.
• Ability to lift and/or move various computer equipment up to 50 lbs.
• Must own a basic repair kit.
Additional requirements may exist if an offer of employment is extended.
Additional Information:
All your information will be kept confidential according to EEO guidelines.
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