Technical Support 9/8/2016

vTech Solution Inc. Raleigh, NC

Company
vTech Solution Inc.
Job Classification
Full Time
Company Ref #
28612257
AJE Ref #
576121005
Location
Raleigh, NC
Job Type
Regular

JOB DESCRIPTION

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JOB TITLE: TECHNICAL SUPPORT

DURATION: 12Months (possible extension)

ROLE DESCRIPTION:

*Manage expectations at all levels: customers/end users, executive sponsors.

*Ensure quality standards are followed.

*Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.

*Act as the escalation point for high priority support issues.

*Able to make recommendations on policies on system use and services.

*Calls software and hardware vendors to request service regarding defective products.

*Acts as a subject matter expert for one or more custom or COTS applications.

*Talks to programmers to explain software errors or to recommend changes to programs.

*May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.

*Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

*Write software and hardware evaluation and recommendations for management review.

*Write or revise user-training manuals and procedures.

*Develops training materials, such as exercises and visual displays.

*Train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training.

*Provides technical assistance, support, and advice to end users for hardware, software, and systems.

*Provides hands-on technical assistance to business and technical users.

*Investigates and resolves computer software and hardware problems of users.

*Serves as a contact for level 1 support.

*Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

*Determines whether problem is caused by hardware, software, or system.

*Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

*Talks with technical and non-technical co-workers to research problem and find solution.

*Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

*Experienced with a variety of call-tracking software and systems.

*Reads trade magazines and engages in independent study to maintain current industry knowledge.

*Follow quality standards, and displays strong customer service skills.

*Able to work in a team environment.

*Complete assigned tasks.

*Strong communication skills; both written and spoken.

ADDITIONAL SKILLS ability to resolve issues while maintaining positive attitude is most important.
* Strong written and verbal communications skills.
* Previous 1st line support experience.
* Ability to simplify situations and solutions.
* Excellent telephone manner.
* Clear, concise e-mail. Ability to meet deadlines.
* Detail oriented. Great organization skills.
* A commitment to ongoing training.
* Proven ability to work in a timely and efficient manner on daily tasks.
* Proven ability to exercise judgment within defined procedures and practices to determine appropriate action.
* Manage expectations at all levels: customers/end users, executive sponsors.
* Ensure quality standards are followed.
* Monitor the team's open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.
* Monitor the team's quality of tickets and resolutions
* Act as the escalation point for high priority support issues.
* Able to make recommendations on policies on system use and services.
* Write software and hardware evaluation and recommendations for management review.
* Maintain daily performance of agents
* Excellent telephone manner and face-to-face communication skills.
* Requires minimum guidance, confident with decision making during stressful situations.