Customer Service Specialist
4 weeks ago
Company Overview:
Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Billerica, MA, we provide infrastructure services and professional services to the world's leading technology providers, outsourcers, large and small businesses, and consumers.
Job Summary:
The Customer Service Engineer is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.
Responsibilities:
Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.
Provides support to client-identified VIPs.
Responds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.
Performs Install/Move/Add or Change (IMAC) activities.
Performs all assigned desk-side support activities.
Displays outstanding technical and professional services skills at all times.
Meets established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines.
Proactively communicates with the end-user and service desk personnel regarding arrival times, repair time estimates, and status of the repair.
Understands and follows all documented service operations policies and procedures.
Requirements:
Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
Maintains 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 Information:
All your information will be kept confidential according to EEO guidelines.
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