Senior Technical Support Specialist
2 weeks ago
Company Overview
Worldwide TechServices stands as a premier provider of technology solutions and services, catering to a diverse clientele across the globe. With our headquarters in Billerica, MA, we specialize in delivering infrastructure and professional services to top-tier technology firms, outsourcing partners, and businesses of all sizes.
Position Overview
The role of Dynamic Server Support is a pivotal senior position focused on the maintenance and repair of various client products. This role encompasses basic to complex troubleshooting tasks for desktops, laptops, Desk Side Support, ESF, and Servers. The position requires direct interaction with clients to effectively resolve technical challenges in a timely and precise manner.
Key Responsibilities
- Deliver exceptional customer support for assigned equipment
- Address client inquiries with professionalism
- Manage and fulfill all service requests within the agreed service level agreements
- Achieve customer satisfaction metrics as per established guidelines
- Complete all necessary administrative tasks associated with service calls
- Maintain real-time reporting of service interactions
- Adhere to established policies and procedures for effective service delivery
- Ensure proper management of assets and inventory through efficient turnaround of parts and equipment
- Accurately document all activities and service calls
- Comply with safety policies and guidelines in daily operations
- Additional responsibilities may be assigned as needed
Required Qualifications
Education and Experience:
- Generally requires technical school certification or equivalent experience
- Previous experience in customer service is advantageous
Certifications and Qualifications:
- Maintain all necessary OEM Certifications as directed by management
- Proficient knowledge of relevant software and hardware
- Possess a valid Driver's License and reliable transportation
Essential Skills:
- Strong communication skills for discussing technical issues with clients
- Ability to travel to client locations as required
- Capability to undertake long-distance travel and occasional overnight assignments
- Physical ability to lift and move computer equipment weighing up to 50 lbs.
- Must have a basic repair tool kit available
Additional Information
All information will be treated confidentially in accordance with EEO guidelines.
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