Service Desk Support Technician
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The top areas of focus for this position will be: High volume call flow, ticket entry, troubleshooting via remote desktop management and customer follow up as needed.
â€¢ Must be able to obtain and/or maintain a security clearance
â€¢ CompTIA certification, must be CE version of any CompTIA (A+, Network+, or Security+).
â€¢ Excellent customer service experience. Experience with Microsoft Windows OS, HP Service Manager, Remedy or other ticketing system. Experience with basic troubleshooting hardware/software
Job Description: Taking tier 1 level calls in support of the network. Using SM7 ticketing system to track issues. Resolving customer issues with great service and compassion for their problem. Acts as liaison for customers and maintains knowledge of company products and customer service processes. Technical backgrounds preferred.
Responsibilities: Provide professional solutions to end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Candidates need to have great customer service skills. Ideal candidate will be able to work in a call center environment, answering high volume phone calls. Candidates must be reliable, able to learn quickly, and show that they are dependable.