Technical customer support
Technical Customer Support - Tier I
Provide technical support to a demanding and diverse range of customers from different industries in 24/7 environment. Individuals should have a technically strong, team-oriented approach to support Microsoft Software products, industry standard workstation and server hardware, 3rd party vendor software applications, Virtual Private Networks and Active Directory administration. Troubleshooting and communication skills must be excellent. Patience to work with customers real-time over the phone and through remote desktop tools is required.
Job Duties and Responsibilities:
Respond to customer support requests.
Maintain professional customer service to clients.
Providing Tier I level support of mindSHIFT products and services, including but not limited to:
Operating system functionality
Software installation and troubleshooting
VoIP configuration and support
E-mail configuration and support
Mobile Device Management
Malware/virus detection and removal
Workstation and peripheral diagnostics and support
Single user network access and troubleshooting
Escalate customer issues through the proper channels.
Open and manage cases according to defined severities and case priorities
Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
Keep open communication on all issues until resolved or turned over to another resource.
Shift work is required and will be rotated as mindSHIFT provides 24 x 7 x 365 coverage.
Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.
Attend ongoing training sessions in core areas of the business.
Qualifications (Education, Experience & Certifications):
High School diploma required
A+ certification is a plus
Microsoft Certification (MTA/MCSA) is a plus
Minimum two years of experience working in a customer service oriented field
Previous experience with ACDs/IVRs and Case Management systems a plus
Highly customer focused with ability to provide consistently excellent customer service and professionalism
Excellent written and verbal communication skills
Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
Must be dependable and able to work both individually and in a team environment.
Must possess strong sense of ownership of client relationships
Excellent Customer Service Skills
Possesses excellent time management and organizational skills
Must be flexible and able to adapt to change
Ability to Multi-task in fast paced environment
Basic troubleshooting of all currently supported Microsoft Operating Systems
Working knowledge of PC Hardware
Familiarity with networked environments; i.e. Active Directory, File and Printer Sharing, etc.
Basic navigation of common mobile device platforms (iOS, BlackBerry, etc)
Familiarity with common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.
Able to navigate and troubleshoot in a Mac OS environment is a plus
Acea is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.