Job Description

12 months contract

Responsibilities include:

• Demonstrate strong customer service skills to provide phone support, including:
• Listening to the customer to gain an accurate understanding of the situation
• Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
• Producing accurate, detailed documentation at the client, problem, and incident level
• Resolving conflict
• Responsible for high-quality end-user technical support related to enterprise software and hardware
• Handle assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 24/7/365 environment
• Provide after-hours and weekend support as needed under general oversight
• Ensure attention to detail, follow-through, teamwork, and a positive attitude
• Apply understanding of technology to support all existing systems
• Support all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and in person
• Create a positive customer support experience by:
• Building rapport and trust with end users through a professional attitude and clear communication
• Ensuring timely resolution or escalation with a sense of urgency and clear communication of status to end users
• Work directly with internal end users to provide guidance, support, and sound communication principles, even in challenging situations
• Investigate, diagnose, resolve, and recover hardware and software problems
• Install, modify, clean up, run diagnostic programs, and repair computer hardware, peripherals, and software

Qualifications:

• Excellent customer service skills
• Excellent communication skills
• 2-5 years of proven, related work experience in a comparable complex, high-tech, and fast-paced environment
• Preferred: Work experience in a technical support role (not required)
• Required Education: High school diploma or GED with relevant work experience
• Ability to diagnose problems in a complex environment and provide effective solutions quickly
• Self-motivated with the ability to work independently in a high-pressure environment
• Willingness to work variable shifts, including evenings, weekends, and public holidays

Key Competencies:

• High-quality end-user technical support for enterprise software and hardware
• Strong understanding of technology with the ability to support existing systems
• Investigation, diagnosis, resolution, and recovery for hardware and software issues
• 2-5 years of proven, related work experience in a comparable complex, high-tech, fast-paced work environment

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