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.
...registrations: Academic and professional credentials to teach Advertising and Branding Travel required: Less than 10% Special instructions to applicants: Only complete packages will be considered. An unofficial transcript of your highest degree awarded, a cover...
...Compassionate Caregiver Friday, Saturday & Sunday Shifts Pay: $15$19/hour | $205 per Live-In Shift Job Type: Part-Time or Full-Time | Weekend Availability Required Location: Albuquerque, NM Hiring Experienced Caregivers For FridaySunday Shifts Are...
Regional Mercy Travel L&D RNEast Region At Mercy, we recognize the dedication and heart it takes to be a nurse. That's why we're committed to investing in your growth, your goals... ...(NRP) through the American Academy of Pediatrics.Physical Requirements/Demands: Stand/Walk...
...PM&R Physician Specializing in Addiction Medicine We are seeking a compassionate and skilled Physical Medicine & Rehabilitation (PM&R) Physician with a focus in Addiction Medicine to join a multidisciplinary care team. This role integrates physical rehabilitation...
...Administrative Support Specialist in Pineville NC. This role includes general administrative duties with light accounts payable (AP) and accounts receivable (AR) work, data entry, and management of QuickBooks. The ideal candidate is dependable, tech-savvy, and...