Help Desk Technician

About This Role

As a Technical Solutions Representative, you will provide Level 1 support, answer help desk telephones, and handle various methods of inquiries (Email, SST, Web, Chat, etc.) for multiple accounts. You will respond to all customer inquiries to ensure customer needs are met.

Responsibilities

• Assist customers in resolving all technical problems by providing troubleshooting guidance regarding software and hardware problems
• Resolve and/or refer more complex technical problems through a defined escalation process
• Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame
• Log and track inquiries using a problem management database and maintain history records and related problem documentation
• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately

Requirements

• High school diploma or G.E.D.
• 1-2 years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer-related problems
• Experience working with company escalation policy
• Interpersonal skills to interact with customers and team members
• Strong communication skills
• Organization skills to balance and prioritize work
• Good analytical and problem-solving skills
• Leadership skills to mentor and provide guidance to less experienced personnel
• Ability to work individually as well as in a team environment, work environment and office environment

Important Details

• Schedule: Day, Evening or Night shift, including weekends
• Contract: 6 months

About the Company

This role is for a company that provides technical solutions.