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Customer Service Specialist

2 months ago

Cherry Hill, New Jersey, United States Worldwide TechServices Full time
Customer Service Engineer Job Description

Job Summary:

The Customer Service Engineer is an intermediate position that performs tasks related to the repair of technology-based products in an end-user computing environment.

Key Responsibilities:

  • Perform basic and moderately complex troubleshooting and repair activities for PCs, desktops, laptops, tablets, and printers.
  • Provide support to high-priority clients.
  • Respond to change management requests, including installing new PC equipment and providing end-user desk-side support.
  • Perform Install/Move/Add or Change (IMAC) activities.
  • Display outstanding technical and professional services skills at all times.
  • Meet established customer service satisfaction levels and operational/customer service metrics.
  • Communicate with end-users and service desk personnel regarding repair status and arrival times.
  • Understand and follow all documented service operations policies and procedures.

Requirements:

  • Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
  • Experience with a variety of hardware platforms, including Dell, Toshiba, HP, IBM, and Lenovo.
  • Maintain all required OEM certifications as directed by Management.
  • Knowledge of relevant software and hardware systems.
  • Understanding of ITIL methodologies.
  • A+ certification is desired.

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 move computer equipment up to 50 lbs.
  • Ability to drive between customer locations.