Position Responsibilities
● Answer technical support phone calls on software/hardware.
● Respond in writing via email to cases entered into an online self service portal.
● Gather and document all information pertaining to a customer issue into a case ticket, respond to new cases within established timeframes, manage caseload and provide updates to customers with open cases, effectively troubleshoot assigned cases and identify those that need escalation to Senior Analysts.
● Accurate gathering of data, should a call not be resolved during the initial phone call, it is imperative that the case have the entire details of the issue and suggested recommendations for resolution. If a caller requires additional support of the issue, all pertinent information should be captured for the next analyst.
● Escalates design, reliability, and maintenance problems to the Technical Support Team Lead / Product Manager.
● Being proactive and taking the initiative are keys to success. Utilization of slow business periods to train on software functions identified by the Technical Support Team Lead is essential.
● Follows internal escalation path, involving other departments when needed, documenting each call for ease of escalation.
● Periodic Installation and Training of software/hardware for clients via remote connection.
Position Requirements
● Able to work patiently with end-users of both a technical and non-technical background.
● Strong team player and solution oriented.
● Ability to negotiate alternatives, know when to escalate a problem, or when to ask for assistance in dealing with the various problems reported.
● Strong English communications skills, both verbal and written. Must communicate effectively and establish customer rapport quickly while complying with established support processes and procedures.
Knowledge and Skill Requirements
● Proficiency with Microsoft Windows Operating Systems: 7, Server 2003, Server 2008, Server 10, 11 (x32 & x64)
● Basic Working knowledge of PC networking, including Network+
● Familiarity with PC remote control software.
● Familiarity with google workspace, including docs, sheets, gmail
● Good analytical problem solving skills.
● Experience with the standard MS Office suite, including MS Word, Excel and Access.
● Experience with iPadOS, iOS, MacOS, Android
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Full Stack Developer - Averlon
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