Complete Description:
Provides customer technical phone 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 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. This is a call center that operates 24x7, candidate must be flexible with possible shifts.
The preferred candidate must also be proficient at typing.
The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies.
Behavior Characteristics:
Must be composed in the face of client distress and hostility. Must have excellent verbal communication skills.
Must be punctual.
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Call Center Operations experience Tier 1 phone support
Required
3
Years
3 - Expert
Remedy Call Tracking System or equivalent
Required
1
Years
2 - Proficient
Bomgar Remote Control or equivalent Remote Control software
Required
18
Months
2 - Proficient
AVAYA ACD Call Routing System or equivalent
Required
1
Years
2 - Proficient
MS Office 2007 and 2010 product suite support, troubleshooting, etc.
Required
2
Years
2 - Proficient
Microsoft's XP operating system, basic configuring and troubleshooting
Required
2
Years
2 - Proficient
Basic hardware/Printer/Application support, installation & troubleshooting
Required
18
Months
2 - Proficient
Mac OS X in a support and troubleshooting role
Required
1
Years
2 - Proficient
Office for Mac and/or iWorks
Required
1
Years
2 - Proficient
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.
Required
2
Years
2 - Proficient
Parallels/Boot Camp/Fusion or other VM software
Highly desired
1
Years
Help Desk or other related IT support experience
Required
2
Years
2 - Proficient
Customer Service skills
Required
3
Years
3 - Expert
Basic troubleshooting skills for XP and Mac environment
Required
1
Years
2 - Proficient
Is Candidate willing to work, assigned shifts in a 24x7 environment.
All candidates interviewed are required to take & pass technical exam. Pls acknowledge.