|Reference # :||19-05247||Title :||Services Support Rep 2 (1912211635)|
|Location :||Augusta, GA|
|Position Type :||Right to Hire|
|Experience Level :||Start Date / End Date :||05/27/2019 / 11/29/2019|
Our Level 1 Technical Support Service Desk agents provide excellent customer service by supporting a wide range of technical and network solutions. 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 the Remote Support Engineering staff or Field Engineering when appropriate.
Skills and Experience Needed:
·High School Diploma or equivalent required.
·Previous computer technical support preferred.
·A+, MCP, Dell or other industry identified certifications are preferred.
·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 troubleshoot and resolve email issues, specifically MS Outlook.
·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.
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. Please know your candidate's availability to interview (over several days) at the time of submission for prep.
As a reminder?When sourcing candidates for our open Services Support 2 requirements in Augusta, ALWAYS:
1.Ensure your candidates understand it is possible they may be asked to work a different shift at a later time (after offer is made/after they begin working). Please note- the managers try to work with each individual to make shifts work for both parties.
a.Always clarify all days of the week (weekends included) and times your candidates can work at the top of your resumes
b.If there are any hard stops (times/days your candidates cannot work), it must be clear on the resume at the time of submittal
2.Please ensure any student candidates/consultants understand the importance of discussing potential class schedule changes with their supervisors prior to making changes. The candidates/consultants cannot shift their schedule and expect the managers to accommodate.
a.This also applies to non-students. Anytime a consultant has a scheduling conflict, they need to understand the managers may or may not be able to accommodate. Your consultants should notify you so that you can rope Joanna in.
*Again, Please be sure to indicate ALL shift availability at the TOP of the candidate resumes. Please be sure to include all available days & hours of availability. Clarify FT. Clarify all days- including weekends.