Provides level 1 technical support to users for computer-related technical problems on assigned account(s). Provides back-up assistance on other accounts as needed.
Essential Job Functions
Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
High school diploma or G.E.D.
One or more years of technical training in computer support preferred
Two or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer related problems
Experience working with company escalation policy
Interpersonal skills to interact with customers and team members
Good communication skills
Organization skills to balance and prioritize work
Analytical and problem solving skills
Ability to work in a team environment
May require shift work