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job summary:
This position is a Technology Helpdesk position and is responsible for the fl eet management processes, answering phones, managing email, triagefor Xerox Multi-function device issues, i.e. print, scan, copy fax. Training to end users. Updating and creating workfl ows.
ESSENTIAL FUNCTIONS:
- Provide fi rst-level IT services or assist in the delivery of higher level services to our customers
- Properly enter all calls into the helpdesk system
- Use predefi ned triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed
- Service Level Agreement parameters
- Ability to use remote desktop applications in order to troubleshoot end user PC related problems
- Ability to resolve standard documented problems with minimal assistance
- Take ownership for customer problem resolution
- Possesses working knowledge of customer support business and technology processes: Call handling processes, Workfl ow troubleshooting, operatingsystem environment, asset tracking, supply inventory managment etc.
- Identify customer-training issues on standard and non-standard products
- Able to contribute to technical discussions with other team members and contributes to the decision making process
SKILLS:
- Able to demonstrate good customer service skills
- Able to demonstrate profi ciency with Helpdesk tools , Microsoft operating systems, MS Offi ce applications and anti-virus software, communicationstechnology devices
- Able to demonstrate basic hardware and software trouble shooting skills
- Able to demonstrate good problem solving & critical thinking skills
- Able to demonstrate ability to work with minimum supervision
- Able to demonstrate knowledge of all necessary web based tools as it applies to the position (i.e. ProActa, Help desk call tracking applications , etc.)
- Able to demonstrate willingness to work as a team player
- Able to demonstrate good organizational skills and ability to attend to details
- Ability to travel as required
EXPERIENCE: 0-5 years in a technical customer environment Call Center experience preferred
location: Nashville, Tennessee
job type: Contract
salary: $18 - 19 per hour
work hours: 8am to 5pm
education: High School
responsibilities:
- Provide fi rst-level IT services or assist in the delivery of higher level services to our customers
- Properly enter all calls into the helpdesk system
- Use predefi ned triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed
- Service Level Agreement parameters
- Ability to use remote desktop applications in order to troubleshoot end user PC related problems
- Ability to resolve standard documented problems with minimal assistance
- Take ownership for customer problem resolution
- Possesses working knowledge of customer support business and technology processes: Call handling processes, Workfl ow troubleshooting, operatingsystem environment, asset tracking, supply inventory managment etc.
- Identify customer-training issues on standard and non-standard products
- Able to contribute to technical discussions with other team members and contributes to the decision making process
qualifications:
