Complete Description:-
Provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have excellent verbal and customer service skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently.
Behavior Characteristics:-
Must have excellent verbal communication skills
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Experience with RemedyForce Incident Management or equivalent
Required
2
Years
2 - Proficient
Must have clear understanding of SLAs
Required
5
Years
2 - Proficient
Experience with Call management and routing systems
Required
5
Years
2 - Proficient
Experience with routing and dispatching service tickets
Required
5
Years
2 - Proficient
Experience working in IT helpdesk and fast-paced technology centric environment
Required
5
Years
2 - Proficient
Experience with remote control, physical and virtual server management software
Required
3
Years
2 - Proficient
Excellent customer service skills
Required
8
Years
3 - Expert