Complete Description:
Provides phone support to customers by effectively listening, 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 excellent writing skills. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently.
The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies.
The required shift for this position is Monday through Thursday from 10pm to 8am.
Behavior Characteristics:
Must be composed in the face of client distress and hostility. Must have excellent verbal/written communication skills.
Skills:
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Call Center Operations experience Tier 1 phone support
Required
2
Years
3 - Expert
Remedy Call Tracking System or equivalent
Required
2
Years
2 - Proficient
Bomgar Remote Control or equivalent Remote Control software
Required
2
Years
2 - Proficient
AVAYA ACD Call Routing System or equivalent
Required
2
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
Highly desired
1
Years
2 - Proficient
Mac for Office and/or iWorks
Nice to have
1
Years
1 - Basic
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.
Required
2
Years
3 - Expert
Parallels/Boot Camp/Fusion or other VM software
Highly desired
1
Years
2 - Proficient
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