Responsibilities:
Works to consistently improve call handling and resolution processes by following the established quality assurance guidelines and expectations to deliver stellar customer service including first-call resolution and total case ownership.
• Works with team members to develop, approve, confirm, and support problem resolution databases (Knowledgebase) by making entries to improve the process.
• Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internally supported hardware, software, LANs, and WANs with the goal of closing calls.
• Using the incident/problem tracking system, accurately documents all incoming calls, keeps tickets and customers updated on their issues/requests, and documents all call resolutions.
• Keeps support team and management apprised of any new support issues clearly and promptly.
• Performs other job-related duties as assigned or apparent.
• Dispatch hardware problems to the right hardware vendor
Education:
• 4 years of experience in a help desk/call center.
• College Degree or equivalent work experience required.
• HDI certified (customer service, support center analyst, or desktop support technician) and ITIL Foundations certification is a plus.
Experience:
• 1 year of experience with incident and problem-tracking service management software.
• Experience with SQL commands and database manipulation.
• Experience with automated call distributor phone systems.
• Experience with knowledge-centered support (KCS) principles.
• Familiarity with Linux Systems a plus.
• Experience with troubleshooting network-related issues (client connectivity).
• Experience with Active Directory and Microsoft Office Products – O365 is a plus.
...Lead with Purpose: Become a Service Manager at Benjamin Franklin Plumbing A Service Minds Company Are you a proven leader in the residential plumbing industry? Do you have a track record of developing high-performing teams, driving sales, and hitting KPIs? Benjamin...
Job Title: Call Center Representative Pay Rate: $23.84 per hour Number of Positions: 18 (all open) Location: San Diego, CA Training will be onsite for 6 weeks, followed by 12 weeks onsite or remote. Possible remote work option available after training...
...Allen Electrical has been providing quality residential electrical services in Louisville and Southern Indiana for over 40+ years. We are... ...customer issues, and providing general administrative support. Qualifications Excellent communication and interpersonal...
The Forest Lake YMCA is seeking Certified Lifeguards; flexible schedule, free Y membership and more with this fun role at the Y! If not currently certified, please apply to our available Lifeguard - In Training opportunities. The salary for this position starts at $...
...created includes job aids, virtual Knowledge Base documentation, videos, walk throughs, alerts, and others as identified by the Go To Market (GTM) team. Gather and analyze technical and product information from various sources (such as product demonstrations, SME,...