Technology Service Center Representative

Southfield, MI | Technical

Post Date: 08/10/2017 Industry: Technical

Job Summary:

With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users.

Job Duties:

  • Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area
  • Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership
  • Utilizes knowledge management tools to help resolve client issues
  • Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements
  • Assists customers in performing basic software installations
  • Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems
  • Escalates trends and outages as needed to leadership and for Service News postings
  • Manages time in customer contact center setting and documents time via activity codes
  • Utilizes required activity codes to provide awareness of non-phone related activities
  • Will be accountable for carrying on-call phone and responding to calls on a rotating basis

PLEASE ENSURE THAT YOU MEET THE REQUIREMENTS OF THE POSITION BEFORE YOU APPLY. 

Experience and Skills:

  • At least 2 years of recent help desk troubleshooting experience 
  • BS in Computer Science, MIS, or related degree preferred
  • May work a non-standard shift including nights and/or weekends and/or have on-call responsibilities
  • Basic technical knowledge of the following preferred: o Installing, troubleshooting and maintaining computer hardware and software
  • Operating systems (OS)
  • Mobile devices
  • Networking
  • Business applications
  • Security products
  • Financial services applications a plus

COMPETENCIES

  • Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
  • Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions. 
  • Managing Work: Effectively managing one's time and resources to ensure that work is completed efficiently
  • Applied Learning: Assimilating and applying new job-related information in a timely manner
  • Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
  • Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive

This is a 6 month contract located in Southfield, MI.

 

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