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Customer Support Representative - Open until filled
(posted 3-17-2008)
Reports to: Service Desk Manager
Supervises: None
Job Classification: Non-Exempt
Description: The Customer Support Representative's role is to ensure that the technical support phone line is answered in a courteous and timely manner so that customers' issues are relayed to a person and a technician dispatched to work on the task. This includes receiving, prioritizing, documenting, and actively dispatching incoming service requests (SR's). In addition to answering incoming calls, the Customer Support Representative will need to prioritize and assign SR's to the Service Desk staff for problem resolution.
Responsibilities:
Field incoming SR’s from customers via telephone, voicemail, and e-mail in a prompt courteous manner.
Resolve simple SR ’s (call volume allowing) involving little time effort and technical knowledge (e.g. password reset).
Document all pertinent customer identification information, including name, company name, location, phone number, email address, and detailed description of the problem or issue.
Build rapport and elicit problem details from technical support customers.
Prioritize and schedule SR’s. Escalate SR’s (when required) to the Service Desk Manager.
Document previously unrecorded solutions in the company’s internal knowledgebase using information from the Technical Team.
Identify and learn appropriate software and hardware used and supported.
Perform post-resolution follow-ups to help requests.
Develop and distribute to customers knowledge-base and frequently-asked-questions lists for customers using information from the Technical Team.
Maintain familiarity with all Managed Services customers and the service contracted to them.
Position Requirements:
Knowledge of basic computer hardware, including Dell workstations, laptops and HP printers.
Ability to quickly learn and master ticket tracking software ConnectWise PSA is required.
Good understanding of the organization’s goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills, including documenting each contact with customers.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Keen attention to detail.
Ability to successfully multitask.
Willingness to accept mentoring.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Work Conditions:
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Career Path:
Certification as Microsoft Certified Professional (MCP), and later Microsoft Certified Desktop Support Technician (MCDST) with a specialty in Windows XP or Windows Vista will afford persons in this position an opportunity to increase their compensation in this position. The next level position in the organization (Technical Support Specialist) requires certification as an MCSA in addition to other requirements.