Help Desk Support (call center)
- Job Title
- Help Desk Support (call center)
- Location
- Clearwater, TX
- Other Location
- Description
-
Technical Support Rep II
Duties Essential Duties and Responsibilities:
- Answers customers calls to assist with product or application related inquiries.
- Assists customers with installation or training related inquiries.
- Follows documentation and training materials to diagnosis and resolve customers calls.
- Enters all call activity into online Help Desk database.
- Provides technical support to customers on operational or maintenance aspects of system equipment.
- May assist in training of new or existing Technical Support Representatives as directed by a lead or supervisor.
- Researches or handles involved or complex calls as directed.
- Serves as customer contact on technical and service related problems.
- Diagnoses mechanical, hardware, software and systems failures, using established procedures.
- Determines most cost effective repair/resolution to minimize customer downtime.
- Operates under moderate supervision.
- Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.
- This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint.
- May schedule field service repair calls.
- Performs other related duties as assigned.
- PCs and related software applications.
- Heavy (6+ hours per day) diagnostic telephone usage.
- General office equipment.
- General high school education or equivalent.
- Typically requires 2 years as Technical Support Representative in a Help Desk environment when education requirements are met.
- Typically requires an Associate's degree in computer science, management information systems, business administration or a related field, or the equivalent in Customer Service or Customer Support experience.
- Typing skills of at least 35 words-per-minute.
- Detailed and able to work with instructional manuals and materials to use as aids.
Skills & Ability
General knowledge of customer service practices and procedures.
Good telephone and communications skills.
General knowledge of office procedures and good PC, word processing, and typing skills.
Education
Typically requires an Associate's degree in computer science, management information systems, business administration or a related field, or the equivalent in Customer Service or Customer Support experience.
- Openings
- 1
