Our client is seeking a highly motivated and capable person to help answer front line calls via incoming phone or front desk service to meet needs for staff. This work includes answering technical questions on varied TS procedures and software that is used by the college. This role requires someone with customer service skills. Someone who can work with issues through the phone or in person and someone that can be comfortable under pressure. If this person has exposure to an incident tracking systems (ServiceNow) it would be a plus. This individual must have the ability to work independently in a high-volume environment.
Duties and Responsibilities:
Provide Support Services and TS through Customer Service
Work with Tier 2/3 staff in a professional manner
Support PC troubleshooting/imaging
Work with documentation specialist
Assess needs of customers.
Participate as a team member to achieve successful business process.
Communicate status to management and teams.
Qualifications & Education Required
Must have solid phone/soft skills and customer service experience.
Ability to maintain composure with end customers.
Ability to effectively communicate, both orally and in written form.
Experienced working in a deadline-driven environment, handling and prioritizing multiple tasks.
Excellent conceptual, problem solving, and analytical skills.
Ability to work independently or as a member of a team on complex tasks.
Demonstrated competency in documenting solutions for both technical and functional audiences.
Experience in field service with a computer hardware environment
Minimum of High School Degree (prefer course-work beyond High School)
Experience in imaging PC Hardware and troubleshooting desktop software
Use of service management systems for incident tracking
Display energy and initiative in solving problems
Follow all possible avenues to get the job done
Adaptable – undertake a variety of tasks willingly
Work effectively with a variety of personalities and work styles
Quality – demonstrate appropriate quality and thoroughness in their work
Ability to influence others in decided course of action
Integrity – act with personal integrity at all times
Professional – work with their team's processes
Confront problems, propose solutions and take ownership through to resolution or ensure a clear hand-off.