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Techncial Support - Tier I & II

ESG Consulting

Posted on Nov 23, 2020 by ESG Consulting

Atlanta, GA 30301
IT
Immediate Start
Annual Salary
Contract/Project


Our client is seeking an individual for Techncial Support whom under supervision will assist customers with level I and II issues or forward to third tier support for issues beyond subject matter expertise. Work and communicate with employees, internal customers, and/or external customers to provide information and services targeted to meet customer expectations.

Job Duties and Responsibilities:

  • Analyzes information to determine nature and extent of customer requirements and concerns
  • May serve as liaison between customers and technical staff in implementation and development of business process automation
  • Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations
  • Responds to internal and external customer concerns regarding web site.
  • Receives additional training, as required, to gain full proficiency and experience in all areas
  • May perform clerical duties in support of the unit
  • Provides information and answers to inquiries from external customers regarding all aspects of specific program area of unitPerform other assignments as required.

Minimum Training and Experience:

High school diploma or GED and Six months of experience handling customers, questions, complaints, and/or proving information.

Preferred Qualifications:

Preference will be given to applicants who in addition to meeting the minimum qualification possess the following:

  • Knowledge of office365
  • Excellent customer service
  • Competency in MS Office Suite
  • Knowledge of running diagnostic tests
  • Demonstrates ability and desire to learn Organization, Department, and Facility-specific applications, technology, and terminology.
  • Demonstrated ability to learn customer support processes and techniques.
  • Strong analytical skills.
  • Ability to solve problems.
  • Knowledge of REMEDY Ticketing tool
  • Prior experience with Airwatch, AT&T Verizon wireless devices and installation
  • Competency in call center tracking tools
  • Prior experience supporting customers in use of application software.
  • Proficiency in using support software tools.
  • Customer service orientation and/or prior customer service training



Reference: 1014722789

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