Things you'll do in this role:
Provide escalated remote support to customers, via phone and email, in a timely manner.
Troubleshoot and resolve advanced technical issues on computers, networks, and software.
Answer questions and provide training for customers.
Travel to client locations to resolve issues and install equipment.
Provide "Wow" customer service, ensuring escalated issues are resolved promptly and accurately.
Help develop front-line support procedures and documentation to make sure that service requests are resolved quickly and accurately.
Be part of a stellar team and collaborate with teammates to ensure that we are providing great customer service.
Train and build your skills.
To qualify for consideration, you must:
Have excellent written and verbal communication skills and communicate "in plain English" to clients.
Be able to develop rapport and build relationships with clients.
Have advanced skills in problem-solving and critical thinking.
Be tenacious in providing great customer service.
Have strong planning and organizational skills.
Be able to accomplish amazing amounts of important work.
Have a strong working knowledge of Windows and Mac computers.
Understand TCP/IP, DNS, DHCP and wireless networking technologies. Bonus points for network certifications.
Familiar with server technology and virtualization.
Be skilled with Google and Microsoft Office applications.
Qualifications:
4-year bachelor's degree or equivalent experience
A minimum of 2-3 years of experience in a technical support role. Experience at a service desk is a plus
