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 AND written skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. In regards to written communication skills, we utilize a trouble-ticketing system, so sentences must be typed in completely, with correct grammar. And to be able to meet the program goals, this means that the candidate must be efficient at typing.
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 that may or may not include after-hours support; third shifts, weekend, holiday support.
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; being able to deal in stressful situations is a factor.
Must have excellent verbal AND written communication skills.
Must have excellent typing skills.
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
Mac for Office 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
Does your resume validate the years of experience listed in Required/Desired Skill Section?
ll candidates interviewed are required to take & pass technical exam. Pls acknowledge.