Technical Help Desk Support Specialist
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POST DATE 8/20/2016
END DATE 12/19/2016
Wappingers Falls, NY
JOB DESCRIPTIONClient is looking for Technical Help Desk Support Specialist located in Wappingers Falls, NY. This is a Full Time Permanent position and the salary is DOE
Client needs someone who has experience in Call Center.
Ideally filled by someone Spanish speaking to help support our Latin American Customer base.
Describe primary responsibilities. The Responsibilities describe the most important and frequent actions that are taken by the employee in support of their role.
These activities should represent approximately 80% of the time spent on the job. The intention is to provide a concise overview of the job, not to provide "how to" or "step-by-step" details.
Answer phone calls and emails from customers, internal and external
Create and Maintain service tickets for all customer interactions, through to closure
Collaborate and discuss solutions internally and outside the department to coordinate most effective solution.
SW testing as required
Customer Feedback reporting and escalation
Providing good customer service to all
Identify emerging technical issues; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
Two plus years' experience in technical service - tier 1/2 technical support role preferred.
Ability to identify problems, mediate issues, develop solutions, and implement a course of action.
Experience working with Various products and technologies (PC Hardware, and Software, light pneumatics)
Must have basic knowledge of computer and electronics repair and operational theory.
Must have good mechanical skills to facilitate walk through of repairs over the telephone.
Excellent communication skills both verbal and written.
Must be able to communicate effectively with a broad range of individuals at all levels.
Must be able to complete assignments as agreed upon and assure customer is completely satisfied.
Must be proficient in computer operation including but not limited to, Windows, Remote Troubleshooting Software, various CRM (Customer Relationship Management) programs.
Must have a sense of urgency in resolving customer issues or perceived issues.