Senior Assistant: Customer Support

Job Summary: Provides technical support to users forcomputer-related technical problems on assigned account(s). Provides back-up assistance on other accounts asneeded. EssentialJob Functions Answers help desk telephonesand responds to basic customer inquiries to ensure customer needs are met. Assists customers in resolvingbasic technical problems by providing scripted guidance regarding software andhardware problems. Resolves and/or refers more complex technical problemsthrough a defined escalation process. Logs and tracks inquiriesusing a problem management database and maintains history records and relatedproblem documentation. Identifies, evaluates, andprioritizes customer problems and complaints to ensure that inquiries areresolved appropriately. Basic / Required Qualifications High school diploma or G.E.D. One or more years of technicaltraining in computer support Experience working withcompany products and operating systems Experience with solvingcomputer-related problems Experience with companyescalation policy One or more years experiencewith MS Office 2003 , Outlook, Windows XP/Vista/7, Active Directory, Internet Explorer Strongly Desired Skills One or more years of technicalor customer support experience One or more years ofgovernment or financial institution experience Technical experience withcomputer systems, peripherals, smartphones, remote resolution, networking, VPN One or more years experiencewith Remedy, Lotus Notes 8 , SAP, Remote Desktop, Mainframes, Internet Browsers(other than IE) Other Qualifications Interpersonal skills tointeract with customers and team members Communications skills Organization skills to balanceand prioritize work Analytical and problem solvingskills Ability to work in a team environment SDL2017

Ciudad: isabela