|Reference # :||19-07553||Title :||Services Support Rep 2 (1912214989)|
|Location :||Augusta, GA|
|Position Type :||Contract|
|Experience Level :||Start Date / End Date :||07/15/2019 / 08/30/2019|
Helpdesk role- This is a technical IT helpdesk role, but not a technician/driving technician role
Duration: 3-6 months (Possibility for CTH or extension if a need arises, possibly to other accounts)
Current Shift:FT; Please submit candidates who are available 24/7
****Candidates must be ok with weekends and nights (4 pm- 12:30 am).***
Our Level 1 Technical Support Service Desk agents provide excellent customer service by supporting a wide range of technical and network solutions. This position will initially be focused on triaging tickets in our backlog. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolvingnetwork connectivity issues and troubleshooting email issues.
Our center will be open 24/7/365, we offer flexible shifts (which may include evening, overnight and weekend opportunities).
·Initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications
·Provides technical support of hardware, systems, sub-systems and/or applications.
·Assists with navigating around application menus, may be required to remote into customer's computer.
·Troubleshoot network connectivity issues, working with remote employees on a corporate network.
·Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
·Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business.
·Escalates complex problems to Facilities and Field IT Support Groups, as needed.
Skills and Experience Needed:
·High School Diploma or equivalent required.
-Experience troubleshooting one or more of the following POS systems would be invaluable, though not required. Gilbarco Passport, Client Radiant, Verifone Commander.
·Previous computer technical support.
·Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
·Understanding of Active Directory to unlock and reset passwords.
·Proficient with troubleshooting all Windows Operating systems. SUPPLIERS- Have your candidates CONFIRM Windows 7 vs. Windows 10 (or confirm both) on resume please. Windows 10 preferred.
·Ability to communicate clearly and professionally, both verbally and in writing.
·Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
-Strong attention to detail, and the ability to adjust to quick changes.
Training Information:Candidates need to have strong technical ability & experience. Training will be client specific.
Interview Information: Candidate interviews will be in person at the Augusta site.